Contact Center Representative II
Full Job Description
400907BR
Call Center
Jacksonville, FL
February 24, 2023
Company Overview
About TD Bank, America’s Most Convenient Bank® TD Bank, America’s Most Convenient Bank, is one of the 10 largest banks in the U.S., providing over 9.8 million customers with a full range of retail, small business and commercial banking products and services at more than 1,100 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Auto Finance, a division of TD Bank, N.A., offers vehicle financing and dealer commercial services. TD Bank and its subsidiaries also offer customized private banking and wealth management services through TD Wealth®. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit www.td.com/us. Find TD Bank on Facebook at www.facebook.com/TDBank and on Twitter at www.twitter.com/TDBank_US and www.twitter.com/TDNews_US.
TD Bank, America’s Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol “TD”. To learn more, visit www.td.com.
We offer a competitive salary and benefit program, including: comprehensive, affordable health care through medical, dental, and vision coverage; financial security with life and disability insurance; opportunities to save using health savings and flexible spending accounts; retirement benefits to help prepare for the future; paid time off and work/life benefits to maintain a good balance.
Department Overview
The Contact Center Representative II – TDAF (US) promotes strong and lasting Customer relationships in a Contact Center environment by providing quality Customer service and sales in an efficient and highly professional manner. Achieves a high level of success by understanding Customer needs and identifying opportunities to grow the business.
Displays positive, professional tone, exhibit empathy when required, and provide a Legendary Customer Experience
Takes ownership of Customer concerns and resolve Customer issues at first point of contact
Ensures necessary due diligence is taken to support the accuracy of all Customer transactions
Arrives on-time and log-in ready to receive/make Customer calls as scheduled throughout the shift
Identifies and refers high value or potential Customers to the appropriate personnel
Utilizes appropriate discretion and negotiation tactics when addressing fee disputes
Creates an exceptional 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
Identifies Customer needs and determine solutions to Customer problems
Uses ability to discover and advise on meeting/exceeding Customer needs by asking curious questions
Offers comprehensive product knowledge and/or guidance as it relates to their respective business area
Ensures Customer/partner problems are handled appropriately the first time, escalating issues when necessary
May identify cross-sell opportunities and/or refer Customers/partners to internal Bank partners
Expected to meet the needs of Customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of Customer/partner life cycle needs
Completes a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner
Identifies Customer needs and determine solutions to Customer problems, particularly as it relates to digital banking products and services
Requirements
- Must be eligible for employment under regulatory standards applicable to the position.
Must be eligible for employment under regulatory standards applicable to the position.
Must be eligible for employment under regulatory standards applicable to the position.
Must be eligible for employment under regulatory standards applicable to the position.
High School diploma or GED
1+ years of related experience
Retail Customer service, banking, or Contact Center experience preferred
Successful completion of standard Contact Center training
Thorough understanding of all aspects of Contact Center Representative (US) position, with the ability to meet goals and standards established by the department
Demonstrates sales ability including knowledge of all Company products and services
Ability to use/learn current technology and software applications related to position
Excellent organizational, interpersonal, and verbal communication skills required
Effective written communication skills preferred
Ability to work in a fast-paced, challenging work environment
Excellent problem-solving and time management skills
Must be able to adhere to a set schedule which may include weekends, late nights, and holidays
Must be able to effectively support customers using designated primary language (Spanish and/or English) in assigned queue
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 – 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 – 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.
Must be eligible for employment under regulatory standards applicable to the position.
Hours
40
Inclusiveness
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach their potential.
If you are a candidate with a disability and need an accommodation to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.
EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.