CM Cust Care Spec III

TD Bank•Columbia, SC

7d•Onsite

About The Position

The Cash Management Customer Care Specialist III is responsible for providing comprehensive telephone support to TD Bank’s largest and most complex business customers. The role delivers moderate to complex servicing and technical support for cash management products and services while ensuring an exceptional customer experience.

Requirements

2+ years related experience required
Strong knowledge of cash management industry, including systems, products and services
Proven Customer service skills, including concern for and ability to identify client issues
Proven ability to meet and exceed Customer expectations and ability to translate technical material and information for nontechnical users
Proven ability to perform multiple tasks in a fast-paced environment
Strong organizational and analytical skills and attention to detail
Proven PC skills, including knowledge of Windows and ability to operate standard office equipment
Effective communication skills, both verbal and written
Ability to serve as a resource to CM Customer Care Specialist I & II

Nice To Haves

Undergraduate degree preferred

Responsibilities

Responsible for complex questions related to Cash Management services that cannot be resolved by Cash Management Customer Care Specialist I or II
Responsible for supporting complex services beyond the scope of Cash Management Customer Care Specialist I & II
Frequent interaction with Corporate Customers as well as Store Personnel, Back Office/Operational units, Customer Care Lead and Supervisory Staff
Ensures that deadlines are met on a daily basis
May assist in training and mentoring for new and less experienced staff
Reviews items and communicates quality issues to the appropriate level
Acts as back-up to Cash Management Customer Care Specialist I & II when necessary
May develop or assist in developing training materials and manuals.
May train and / or coach Employees in system specifics as well as department processes and procedures
Demonstrates leadership qualities and the ability to motivate others
Understands and support the Bank's Customer Service Strategy
Considers the impact of decisions on the well-being of TD, its Customers and stakeholders
Provides the highest level of Customer service when dealing with internal partners, vendors or our Customers - WOW at every opportunity
Models quality service delivery at every interaction
Leads and contributes to the ongoing improvement of the partner/Customer experience within the team
Identifies opportunities for cost savings as applicable
Awareness of vendor time, contracts, and charges as applicable
Ensures tasks are performed within established policy and procedures
Successfully complete all required job specific, compliance-related training.
Understand, utilize and follow compliance/risk and control programs
Ensures ongoing compliance with internal / external audit and regulatory requirements; Provides prompt and comprehensive response to all external audit, regulator and compliance requests and findings; Maintains appropriate records of action plans
Be engaged in advancing and sustaining a unique, inclusive culture that reflects TDs diversity agenda, and creates an extraordinary employee experience
Participates fully as a member of the team and contribute to a positive work environment
Ensures ongoing communication with the team on the status / progress of projects and issues / points of interest
Actively shares information and knowledge and proactively learn from the expertise of others