Employment Type : Full-Time
TD Description TD Bank, America's Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth®, and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J. Job Description Job Requirements 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. Job Family Job Category - Primary Job Category(s) Hours Hours/Availability Detail Business Line Time Type Employment Type Country Province/State City Work Location **Province/State (Primary) City (Primary)
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
Must be eligible for employment under regulatory standards applicable to the position.
Education & Experience:
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 and holidays