Contact Center Representative September 28 - Greenville, SC

Work Location: Greenville, South Carolina, United States of America

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. We're proud of the legendary experiences we deliver 24 hours a day, 7 days a week to our 10 million TD Bank 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.

Responsibilities

• Provides positive and professional inbound customer service to ensure issues are resolved efficiently under all conditions, embodying attributes such as being welcoming, curious, knowledgeable, helpful, and thankful.
• Engages with prospective customers through various channels (live chat, phone, email, SMS) to guide them through consumer banking services, with a strong focus on effective problem-solving.
• Takes ownership of customer concerns and resolves customer issues at the first point of contact; escalates issues when necessary.
• Ensures due diligence is taken to support the accuracy of all customer transactions, particularly as it relates to digital banking products and services; escalates non-standard or high-risk transactions or activities as necessary.
• Arrives on time and ready to receive/make customer calls as scheduled throughout the shift.
• Engages customers/partners through a consultative approach to understand their current and future service needs; may facilitate cross-sell opportunities or refer customers to internal bank partners.
• Completes a broad range of financial transactions (e.g., transfers between accounts, debit card disputes, and/or other transactions) in an accurate and efficient manner.
• Contributes to and supports business objectives; speaks up if there's a way to improve processes and procedures.
• Participates in performance and development activities, including cross-training within own team.
• Keeps others informed and up to date about all relevant or useful information related to day-to-day activities.
• Contributes to a fair, positive, and equitable environment that supports a diverse workforce.
• Acts as a brand champion for your business area/function and the bank, both internally and/or externally.

Requirements

• High School Diploma or GED.
• Minimum of 1+ years of experience in Retail, customer service, banking, or contact center experience preferred.
• Ability to navigate through multiple computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics.
• Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets).
• Exceptional listening skills and a curiosity for helping customers to address their needs and resolve concerns.
• Strong relationship management skills, capable of explaining complex banking concepts.
• Positive and energetic demeanor with excellent listening, reading, and communication skills.
• Able to communicate financial information in a way that is clear and accessible to a wide range of customers.
• Team oriented with the ability to work in a fast-paced, challenging work 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(s), moments that matter, and any other applicable meetings/events as deemed by the business.

Physical and Mental Requirements

• Domestic Travel: Occasional (1-33%)
• International Travel: Never (0%)
• Performing sedentary work: Continuous (67-100%)
• Performing multiple tasks: Continuous (67-100%)
• Operating standard office equipment: Continuous (67-100%)
• Responding quickly to sounds: Continuous (67-100%)
• Sitting: Continuous (67-100%)
• Standing: Occasional (1-33%)
• Walking: Occasional (1-33%)
• Moving safely in confined spaces: Occasional (1-33%)
• Lifting/Carrying (under 25 lbs.): Occasional (1-33%)
• Lifting/Carrying (over 25 lbs.): Never (0%)
• Squatting: Occasional (1-33%)
• Bending: Occasional (1-33%)
• Kneeling: Never (0%)
• Crawling: Never (0%)
• Climbing: Never (0%)
• Reaching overhead: Never (0%)
• Reaching forward: Occasional (1-33%)
• Pushing: Never (0%)
• Pulling: Never (0%)
• Twisting: Never (0%)
• Concentrating for long periods of time: Continuous (67-100%)
• Applying common sense to deal with problems involving standardized situations: Continuous (67-100%)
• Reading, writing, and comprehending instructions: Continuous (67-100%)
• Adding, subtracting, multiplying, and dividing: Continuous (67-100%)

Pay

22 - 27.75 USD per hour. TD is committed to providing fair and equitable compensation opportunities to all colleagues. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

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. Total Rewards at TD includes:

• Base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan).
• 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 and recognition programs.

About Us

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States, and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience.