Contact Center Rep., Bilingual Overnight - August 24th MTL, NJ, Greenville SC.

About the role

The Contact Center Representative III role at TD focuses on ensuring every customer feels valued and engaged, resolving issues efficiently, and contributing to the growth of the business.

Responsibilities

• Engage in a positive and professional manner to ensure every customer feels valued.
• Resolve customer issues accurately and efficiently, guiding them through various financial transactions.
• Take ownership of customer concerns, gather data, analyze, and resolve complex issues at the first point of contact.
• Evaluate and communicate unusual and complex content clearly, handling sensitive information and escalating matters as necessary.
• Ensure due diligence is taken to support the accuracy of all customer transactions, especially those involving digital banking products.
• Identify and pursue cross-sell opportunities, referring customers to internal bank partners as needed.
• Offer advice and guidance based on the customer's total financial situation, demonstrating a thorough understanding of their life cycle needs.
• Communicate advice and guidance based on the customer's total financial situation, demonstrating a thorough understanding of their life cycle needs.
• Meet the needs of customers by offering advice and guidance based on their total financial situation.
• Support the team and other teams whose work activities are closely related to the Contact Center service roles.

Requirements

• High School diploma or GED
• 2+ years of related customer service experience
• 1+ years of contact center experience preferred
• Cross-trained on multiple contact center specialty skill sets preferred
• Demonstrated sales and service ability including thorough knowledge of TD products and services
• Comprehensive product knowledge and/or guidance as it relates to the Colleague's respective specialty contact center pillar
• Ability to navigate through multiple computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics
• 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
• 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)
• Able to adhere to a flexible schedule which may include weekends, overnights, and holidays
• Able to effectively support customers using designated primary language (Spanish and/or English) in assigned queue

Qualifications

• Education: High School diploma or GED
• Experience: 2+ years of related customer service experience, 1+ years of contact center experience preferred
• Skills: Comprehensive product knowledge and/or guidance, ability to navigate through multiple computer systems, applications, and multiple screens with speed and accuracy, ability to multitask in a fast-paced, dynamic work environment, positive and energetic demeanor with excellent listening, reading, and written and verbal communication skills, self-starter with ability to work both independently and collaboratively, proficiency in standard corporate productivity tools (email, MS Office, Teams, internet navigation, CRM applications)

Skills

• Customer Service
• Problem Solving
• Communication
• Financial Knowledge
• Product Knowledge
• Technology
• Teamwork
• Adaptability

Benefits

• 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
• Reward and recognition

Pay

$23.25 - $30.75 USD

Schedule

Hours 40