Note: The job is a remote job and is open to candidates in USA. TD Bank is one of the world's leading global financial institutions, and they are seeking a Contact Center Representative to provide exceptional customer service. The role involves engaging with customers through various channels to resolve banking issues and ensure a positive experience.
Responsibilities
- Provides positive and professional inbound customer service to ensure issues are resolved efficiently under all conditions embodying attributes such as being welcoming, curious, knowledgeable, helpful, and thankful to efficiently resolve issues related to banking products and services
- Engages with prospective customers through various channels (live chat, phone, email, SMS) to guide through consumer banking services, with a strong focus on effective problem-solving
- Takes ownership of customer concerns and resolves customer issues at first point of contact; escalates issues when necessary
- Ensures due diligence is taken to support the accuracy of all customer transactions, particularly as it relates to digital banking products and services; escalates non-standard or high-risk transactions or activities as necessary
- Arrives on time and ready to receive / make customer calls as scheduled throughout the shift
- Engages customers / partners through a consultative approach to understand their current and future service needs; may facilitate cross-sell opportunities or refer customers to internal bank partners
- Completes a broad range of financial transactions (e.g., transfers between accounts, debit card disputes, and/or other transactions, as necessary) in an accurate and efficient manner
- Contributes to and supports business objectives; speaks up if there's a way to improve processes and procedures
- Participates in performance and development activities, including cross-training within own team
- Keeps others informed and up to date about all relevant or useful information related to day-to-day activities
- Contributes to a fair, positive, and equitable environment that supports a diverse workforce
- Acts as a brand champion for your business area / function and the bank, both internally and/or externally
Skills
- High School Diploma or GED
- Ability to navigate through multiple computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics
- Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets)
- Exceptional listening skills and a curiosity for helping customers to address their needs and resolve concerns
- Strong relationship management skills, capable of explaining complex banking concepts
- Positive and energetic demeanor with excellent listening, reading, and communication skills
- Able to communicate financial information in a way that is clear and accessible to a wide range of customers
- Team oriented with the ability to work in a fast-paced, challenging work environment with resiliency
- Proficiency in standard corporate productivity tools (email, MS Office, Teams, internet navigation, CRM applications)
- Ability to adhere to a flexible work schedule which may include weekends and holiday hours
- Position requires the ability to be onsite for training(s), moments that matter, and any other applicable meetings / events as deemed by the business
- You must be work authorized in the United States without the need for employer sponsorship
- Minimum of 1+ years of experience in Retail, customer service, banking, or contact center experience preferred
- Experience handling confidential information preferred
Benefits
- Variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan)
- Health and well-being benefits
- Savings and retirement programs
- Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
- Banking benefits and discounts
- Career development
- Reward and recognition
- Regular career, development, and performance conversations with your manager
- Access to an online learning platform
- A variety of mentoring programs
- Training and onboarding sessions
- Accommodations to complete the application process for applicants with a disability
Company Overview