Remote
Work Location:
Greenville, South Carolina, United States of AmericaHours:
40Pay Details:
$22.00 - $31.00 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:
In our multiple contact centers we make it easy to do business with us by creating value and delivering trusted advice to our customers. We're 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 you'll resolve issues efficiently and accurately.
You must be work authorized in the United States without the need for employer sponsorship.
Depth & Scope:
- 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
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 and Mental 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 – Never
- Reaching forward – Occasional
- Pushing – Never
- Pulling – Never
- Twisting – Never
- Concentrating for long periods of time – Continuous
- Applying common sense to deal with problems involving standardized situations – Continuous
- Reading, writing 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.
