Contact Center Representative - Mt. Laurel October 19th

Work Location: Mount Laurel, New Jersey, United States of America. Hours: 40 per week. Pay range: $22.00 - $27.75 USD per hour.

About the Role

In our multiple contact centers, we make it easy to do business with us by creating value and delivering trusted advice to our customers. As a Contact Center Representative, you ensure every customer feels valued by engaging them in a positive and professional way. By understanding their needs, you'll resolve issues efficiently and accurately, providing legendary experiences 24 hours a day, 7 days a week to our 10 million TD Bank customers.

Responsibilities

• Provide positive and professional inbound customer service to resolve issues efficiently under all conditions, embodying attributes such as being welcoming, curious, knowledgeable, helpful, and thankful.
• Engage with prospective and existing customers through various channels (live chat, phone, email, SMS) to guide them through consumer banking services, with a strong focus on effective problem-solving.
• Take ownership of customer concerns and resolve issues at the first point of contact; escalate issues when necessary.
• Ensure due diligence to support the accuracy of all customer transactions, particularly as it relates to digital banking products and services; escalate non-standard or high-risk transactions or activities as needed.
• Arrive on time and ready to receive/make customer calls as scheduled throughout the shift.
• Engage customers and partners through a consultative approach to understand their current and future service needs; facilitate cross-sell opportunities or refer customers to internal bank partners.
• Complete a broad range of financial transactions (e.g., transfers between accounts, debit card disputes, and other transactions) in an accurate and efficient manner.
• Contribute to and support business objectives; suggest improvements to processes and procedures.
• Participate in performance and development activities, including cross-training within your team.
• Keep others informed and up to date about all relevant or useful information related to day-to-day activities.
• Contribute to a fair, positive, and equitable environment that supports a diverse workforce.
• Act as a brand champion for your business area and the bank, both internally and externally.

Requirements

• High School Diploma or GED.
• Minimum of 1+ years of experience in retail, customer service, banking, or contact center (preferred).
• Ability to navigate through multiple computer systems, applications, and screens with speed and accuracy while balancing performance metrics.
• Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets).
• Exceptional listening skills and a curiosity for helping customers address their needs and resolve concerns.
• Strong relationship management skills, capable of explaining complex banking concepts in an accessible way.
• Positive and energetic demeanor with excellent listening, reading, and communication skills.
• Able 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.
• Experience handling confidential information (preferred).
• Proficiency in standard corporate productivity tools (email, MS Office, Teams, internet navigation, CRM applications).
• Ability to adhere to a flexible work schedule, which may include weekends and holiday hours.
• Position requires the ability to be onsite for training, key meetings, and events as deemed necessary by the business.

Benefits

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. It includes:

• Base salary and variable compensation/incentive awards (e.g., eligibility for 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.

We provide training and onboarding sessions to ensure you have everything needed to succeed in your new role. Regular development conversations, access to an online learning platform, and mentoring programs are available to help you unlock future opportunities.