Contact Center Representative - Credit Card MT. Laurel, NJ

Work Location: Mount Laurel, New Jersey, United States of America. Full-time, 40 hours per week.

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.

Responsibilities

• Creates an exceptional customer experience by supporting customers (Consumer, Corporate, Commercial, or private label) with inbound phone, written, chat, or other inquiries, displaying a positive and professional tone.
• Understands customer needs and provides solutions at the first point of contact for customers and internal business partners.
• Knowledgeable of various products/services and communicates relevant solutions, including digital banking and self-serve options, while navigating multiple systems/applications and ensuring proper call risk and compliance.
• Completes a broad range of financial transactions (e.g., account updates, balance inquiries, statement requests, balance transfers, dispute handling) with accuracy and efficiency.
• Follows all bank policies and procedures to reduce risk to customers and the business.
• Refers complex questions to more experienced personnel or consults with them as needed.
• Participates fully as a collaborative team member, contributing to a positive, diverse, and inclusive work environment, including identifying ways to improve the customer experience.
• Engages in personal performance management and ongoing development activities, including cross-training as necessary.
• Actively participates in personal career development and takes ownership of personal growth.
• Open to feedback and actively implements action plans as directed by leadership.
• Must be onsite for training, key meetings, and events as required by the business.
• Supports the achievement of business objectives by meeting individual and team goals.
• Must effectively support customers using the designated primary language (Spanish and/or English) in the assigned queue.
• Bilingual (Spanish) representatives must 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 be ready to receive customer calls as scheduled throughout the shift.
• Must have 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.

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

• 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.
• Regular development conversations, training programs, and a competitive benefits plan.
• Access to an online learning platform and mentoring programs.
• Training and onboarding sessions for new roles.