Contact Center Representative (US)-Charlotte, NC September 28th

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.

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 through consumer banking services, with a strong focus on effective problem-solving.
• Takes ownership of customer concerns and resolves customer issues at first point of contact; escalates issues when necessary.
• Safeguards 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, as necessary) 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.
• 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.
• A 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).
• The ability to adhere to a flexible work schedule which may include weekends and holiday hours.

Qualifications

• Education: High School Diploma or GED.
• Experience: Minimum of 1+ years of experience in Retail, customer service, banking, or contact center experience preferred.

Skills

• Customer Service
• Problem Solving
• Communication
• Financial Literacy
• Technology Proficiency
• Teamwork

Benefits

TD offers a comprehensive benefits package that includes:

• Base Salary
• 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
• Reward and Recognition

Pay

22.00 - 27.00 USD per hour.

Schedule

Morning Schedule Options: Various schedules available starting as early as 7:00am and ending as late as 8:00pm. Weekends included. Midday/Evening Schedule Options: Various schedules available starting as early as 10:30am and ending as late as 1:30am. Weekends included.

Who We Are

We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home. Colleague Development If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. If you're passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact. We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Additional Information

We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home. Colleague Development If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact. We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Accommodation

If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.