Contact Center Rep. - Credit Card Spanish Bilingual MT. Laurel, NJ

About the Role

The Contact Center Representative - Credit Card 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. This role achieves success by understanding customer needs and identifying opportunities to grow the business.

Creates an exceptional customer experience supporting customers (Consumer, Corporate, Commercial, or private label) with inbound phone, written, chat, or other inquiries by displaying a positive and professional tone, understanding customer needs, and providing solutions at the first point of contact.

Responsibilities

• Provide relevant solutions, including digital banking and self-serve options, while navigating multiple systems/applications and ensuring proper call risk and compliance.
• Complete a broad range of financial transactions (e.g., account updates, balance inquiries, statement requests, balance transfers, dispute handling) with accuracy and efficiency.
• Follow all bank policies and procedures to reduce risk to customers and the business.
• Refer complex questions to more experienced personnel or consult with them as needed.
• Participate as a collaborative team member, contributing to a positive, diverse, and inclusive work environment, including identifying ways to improve the customer experience.
• Engage in personal performance management and ongoing development activities, including cross-training.
• Actively participate in personal career development and take ownership of personal growth.
• Be open to feedback and implement action plans as directed by leadership.
• Support the achievement of business objectives by meeting individual and team goals.
• Effectively support customers using the designated primary language (Spanish and/or English) in the assigned queue.
• For bilingual (Spanish) representatives: handle phone calls, answer customer inquiries, translate documents, and perform other transactions in both English and Spanish.

Requirements

• High School Diploma or GED.
• 1+ years of related customer service experience; equivalent work experience may include 1+ years in retail, banking, or contact center (preferred).
• Ability to communicate financial information clearly to a wide range of customers.
• Team-oriented with the ability to work in a fast-paced, challenging environment with resiliency.
• Ability to assist customers on the phone for long periods within the agreed-upon schedule, which may include weekends, late nights, overnights, and holidays.
• Must arrive on-time and ready to receive customer calls as scheduled throughout the shift.
• PC skills with the ability to use/learn current technology and software applications related to the position.
• Excellent interpersonal and verbal communication skills.
• Experience handling confidential information.
• Effective written communication skills (preferred).
• Excellent problem-solving and time management skills.
• Must be work authorized in the United States without the need for employer sponsorship.

Work Location & Schedule

Mount Laurel, New Jersey, United States of America

Full-time position with 40 hours per week. Schedule may include weekends, late nights, overnights, and holidays.

Pay

$22.00 - $27.75 USD per hour. TD is committed to providing fair and equitable compensation opportunities. The base pay offered may vary based on skills, experience, job-related knowledge, geographic location, and other business needs.

Benefits

TD’s Total Rewards package includes:

• Base salary and variable compensation/incentive awards (e.g., cash and/or equity incentive awards).
• 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/recognition programs.

Additional support includes regular development conversations, training programs, and a competitive benefits plan to help colleagues thrive both at work and at home.

Training & Development

• Comprehensive training and onboarding sessions to ensure success in the role.
• Access to an online learning platform and mentoring programs to unlock future opportunities.
• Regular career, development, and performance conversations with management.
• Opportunities for cross-training and personal growth.