Contact Center Rep., Overnight - August 24th

Contact Center Representative III

Work Location: Mount Laurel, New Jersey, United States of America

Hours: 40

Pay Details: $23.25 - $30.75 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business: Personal & Commercial Banking

Job Description: The Contact Center Representative III ensures every customer feels valued by engaging in a positive and professional way. This role resolves issues efficiently and accurately by understanding the customer's needs. This role contributes to the growth of the business by developing and deepening new and existing relationships. This role understands the customer's needs and identify opportunities to promote products, services, and/or refer them to the appropriate team member or internal Bank partner, while ensuring a Legendary Customer Experience.

Depth & Scope:

• Creates a Legendary Customer Experience with every client interaction and contribute to the ongoing improvement of the overall Customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions
• Engages with prospective customers through various channels (live chat, phone, secured email, SMS and social media) to guide through consumer banking services, with a strong focus on effective problem-solving for a broad range of financial transactions (e.g., account balance/maintenance, credit card opening, withdrawals, bill/phone payments, statement requests, dispute handling, balance transfers and/or other transactions, as necessary) in an accurate and efficient manner
• Takes ownership of customer concerns, gathers data, analyzing and resolves complex customer issues at first point of contact; escalates non-standard, fraud or high-risk transactions as necessary
• Ensures due diligence is taken to support the accuracy of all customer transactions, particularly as it relates to digital banking products, self serve options and services
• Engages customers / partners through a consultative approach to identify their current and future service needs; identifies cross-sell opportunities or refer customers to internal bank partners
• Must have comprehensive product knowledge and/or guidance as it relates to the Colleague's respective specialty contact center pillar (i.e. Technology, Digital, Fraud, Small Business Banking, Sales, Consumer Loan Sales & Service, Credit, etc.)
• Expected to meet the needs of Customers by offering advice and guidance based on the Customer's total financial situation and possessing a thorough knowledge of customer life cycle needs
• Arrives on time and ready to receive / make customer calls as scheduled throughout the shift
• Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalates matters as necessary
• Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines
• Impacts their own team and other teams whose work activities are closely related

Education & Experience:

• High School diploma or GED
• 2+ years of related customer service experience
• 1+ years of contact center experience preferred
• Successfully complete contact center training
• Cross-trained on multiple contact center specialty skill sets preferred
• Thorough understanding of all aspects of the Contact Center service roles, with the ability to meet goals and standards established by the department
• Demonstrated sales and service ability including thorough knowledge of TD products and services
• Ability to navigate through multiple computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics
• Extensive knowledge of the organization to action and resolve a wide range of escalating situations in a timely and efficient manner
• Positive and energetic demeanor with excellent listening, reading, and written and verbal communication skills
• High degree of judgement with the ability to communicate financial information clearly and accessible to a wide range of customers
• Ability to multitask in a fast-paced, dynamic work environment
• Ability to work effectively within a close team environment
• Highly flexible and able to adapt to quickly changing priorities
• Positive approach with a focus on the Customer experience
• Self-starter with ability to work both independently and collaboratively
• Proficiency in standard corporate productivity tools (email, MS Office, Teams, internet navigation, CRM applications)
• Must be able to adhere to a flexible schedule which may include weekends, overnights, and holidays
• Must be able to effectively support customers using designated primary language (Spanish and/or English) in assigned queue
• Position requires the ability to be onsite for training(s), moments that matter, and any other applicable meetings / events as deemed by the business

Physical Requirements:

• Domestic Travel Occasional
• International Travel Never
• Performing sedentary work Continuous
• Performing multiple tasks Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds Occasional
• Sitting Continuous
• Standing Occasional
• Walking Occasional
• Moving safely in confined spaces Occasional
• Lifting/Carrying (under 25 lbs.) Occasional
• Lifting/Carrying (over 25 lbs.) Never
• Squatting Occasional
• Bending Occasional
• Kneeling Never
• Crawling Never
• Climbing Never
• Reaching overhead Occasional
• Reaching forward Occasional
• Pushing Never
• Pulling Never
• Twisting Never
• Concentrating and focusing for long periods of time Continuous
• Responding to time sensitive information and data interpretation - Continuous
• Applying common sense to deal with problems involving standardized situations Continuous
• Reading, writing, typing, communicating and comprehending instructions Continuous
• Adding, subtracting, multiplying and dividing Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as 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, and reward and recognition. Learn more

Additional Information: We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home. Colleague Development

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