Contact Center Representative (US) Greenville, SC January 11th

Work Location:

Hours:

Pay Details:

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 candidates 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:

Job Description:

In our multiple contact centers we make it easy to do business with us by creating value and delivering trusted advice to our customers. Were proud of the legendary experiences we deliver 24 hours a day 7 days a week to our 10 million TD Bank customers.

As a Contact Center Representative you ensure every customer feels valued by engaging them in a positive and professional way. By understanding their needs youll resolve issues efficiently and accurately.

• 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 theres 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

Education & Experience:

• High School Diploma or GED
• Minimum of 1 years of experience in Retail customer service banking or contact center experience preferred
• 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
• Experience handling confidential information preferred
• 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

Physical Requirements:
Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel Occasional
• International Travel Never
• Performing sedentary work Continuous
• Performing multiple tasks Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds Continuous
• 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.

Morning Schedule Options: Various schedules available starting as early as 7:00am and ending as late as 8:00pm. Weekends included.

Midday/Evening Schedule Options: Various schedules available starting as early as 10:30am and ending as late as 1:30am. Weekends included.

Who We Are:

TD is one of the worlds 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 95000 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:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll have regular career development and performance conversations with your manager as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If youre passionate about helping clients and building deep lasting relationships TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

Were committed to your success and foster a respectful workplace where diverse perspectives are valued everyone has fair opportunities to grow and you can unlock your full potential to achieve your career goals. Here at TD we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

Accommodation

TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability status as a protected veteran or any other characteristic protected under applicable federal state or local law.

If you are an applicant with a disability and need accommodations to complete the application process please email TD Bank US Workplace Accommodations Program at . Include your full name best way to reach you and the accommodation needed to assist you with the applicant process.

Required Experience:

Unclear Seniority