Contact Center Rep., Overnight - August 24th

Job Description

The Contact Center Representative III ensures every customer feels valued by engaging in a positive and professional way. This role resolves issues efficiently and accurately by understanding the customer's needs. This role contributes to the growth of the business by developing and deepening new and existing relationships. This role understands the customer's needs and identifies opportunities to promote products, services, and/or refer them to the appropriate team member or internal Bank partner, while ensuring a Legendary Customer Experience.

Creates a Legendary 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

Engages with prospective customers through various channels (live chat, phone, secured email, SMS and social media) to guide through consumer banking services, with a strong focus on effective problem-solving for a broad range of financial transactions (e.g., account balance/maintenance, credit card opening, withdrawals, bill/phone payments, statement requests, dispute handling, balance transfers and/or other transactions, as necessary) in an accurate and efficient manner

Takes ownership of customer concerns, gathers data, analyzes and resolves complex customer issues at first point of contact; escalates non-standard, fraud or high-risk transactions as necessary

Safeguards the accuracy of all customer transactions, particularly as it relates to digital banking products, self serve options and services

Engages customers / partners through a consultative approach to identify their current and future service needs; identifies cross-sell opportunities or refer customers to internal bank partners

Must have comprehensive product knowledge and/or guidance as it relates to the Colleague's respective specialty contact center pillar (i.e. Technology, Digital, Fraud, Small Business Banking, Sales, Consumer Loan Sales & Service, Credit, etc.)

Meets the needs of Customers by offering advice and guidance based on the Customer's total financial situation and possessing a thorough knowledge of customer life cycle needs

Arrives on time and ready to receive / make customer calls as scheduled throughout the shift

Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalates matters as necessary

Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines

Education & Experience

• 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
• Thorough understanding of all aspects of the Contact Center service roles, with the ability to meet goals and standards established by the department
• Demonstrated sales and service ability including thorough knowledge of TD products and services
• Ability to navigate through multiple computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics

Physical Requirements

• 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 – Occasional
• Reaching forward – Occasional
• Pushing – Never
• Pulling – Never
• Twisting – Never
• Concentrating and focusing for long periods of time – Continuous
• Reading, writing, typing, communicating and comprehending instructions – Continuous
• Adding, subtracting, multiplying and dividing – Continuous