Contact Center Rep., Bilingual Overnight - August 24th

TD Bank•Greenville, SC

2d•Onsite

About The Position

This role is responsible for servicing the needs of TD Wealth, Mass Affluent or High Net Worth customer segments, with a focus on sales, advice and customer retention. Serves as highly skilled universal representative with advanced knowledge to support customers from multiple capacities (complex customer service issues, product expertise and technical support, sales, disputes, submission of credit card applications and fraud issues to engaging in online customer chats, digital media alongside proactively identifying cross-selling opportunities. Identifies opportunities for products and/or services and provides tailored recommendations while providing exceptional Customer Experience. This role must be able to understand the financial needs of these complex customers and provide appropriate solutions and recommendations on a range of complex financial products and services. This role contributes to the growth of the business by developing and deepening new and existing relationships while focusing on first call resolution and going beyond the Customer's initial need. Depth & Scope : Serves as the single point of contact or universal representative for Wealth Mass Affluent or High Net Worth related Customer Inquiries Empowered, knowledgeable and highly skilled representatives who have the potential to directly impact customer experience, customer loyalty, brand reputation, and revenue Delivers a high touch customer experience for this customer segment ensuring TD can deepen the relationship Engages customers through a consultative approach to identify their current and future financial needs; identifies cross-sell opportunities, proactively provides information/advice/guidance while anticipating potential needs, and refers customers to Wealth and other TD products and services Submits credit card applications and referrals according to established policies and procedures and applicable legal and regulatory guidelines while demonstrating comprehensive product knowledge of our consumer and wealth deposit and lending products, services and marketing offers Partners closely with Wealth, Mass affluent or High Net worth partners including relationship bankers, financial advisors and relationship managers to ensure an exceptional client experience Handles Inbound Phone and makes Outbound Phone calls to new potential customers to include Store referred customer contact for all Wealth, New to Bank and Credit Card Customers following up on sales leads Handles Wealth Customer Escalations and Sales Promotion Calls and other related escalations as defined Takes ownership of Customer concerns and escalations while effectively problem solving to resolve complex Customer issues at first point of contact. Proactively raising customer irritants and assisting in development of strategies to eliminate pain points Develops strategies and/or action plan to meet sales goals Delivers a best-in-class customer experience to the TD customer in account management, operations, documentation, and technical support (i.e., open new accounts, withdrawals, bill payments, statement request, dispute handling) Offers advanced knowledge and/or advice/guidance with every inbound or outbound customer interaction via phone, contributing to an exceptional customer experience for high value customers based on their total financial situation Provides high-level financial advice/solutions and sells a broad range of deposit and credit product suites and services to existing/prospective TD Customers possessing a thorough knowledge of Customer needs Engages customers/partners in conversation by asking thoughtful questions to meet their current and future products/advice and/or service needs by proactively providing them with information/advice/guidance and anticipating their potential needs, guide referrals for wealth products and other TD products Supports CD Renewal conversations and processes renewals with demonstrated knowledge and expertise of CD options and procedural steps Ensures customer/partner problems are handled promptly, identifying the most appropriate solution and escalating issues when necessary Ensures necessary due diligence to support the accuracy of all Customer transactions/activities Identifies and manages risks, and escalates non-standard, high-risk transactions/activities as necessary Ensures any required documentation is completed accurately and properly reflects client's intentions and is consistent with any compliance and regulatory requirements Is knowledgeable of and complies with company guidelines, policies, regulations to include the Bank Code of Conduct Participates fully as a member of the team, promotes team effectiveness, and contributes to a positive, diverse, and inclusive work environment Participates in personal performance management and ongoing development activities, including cross training as necessary Serves as Subject Matter Expert to support new hire training and/or special assignments/projects

Requirements

Bachelor's degree or equivalent work experience.
4+ years customer service, sales, or related experience in financial industry.
Proven ability to interact with high valued customers.
Proven Sales or Referral banking experience.
Provide exceptional inbound and/or outbound advice and/or sales and service support to customers/partners on a range of moderate to high complexity financial products and services.
Acts as an advice process/product expert to customers and/or internal partners with vast knowledge in multiple areas of the bank.
Excellent Communication skills, both verbal and written.
Proficiency in standard corporate productivity tools (MS Office suite of products, internet navigation, CRM applications).
Ability to deliver superior customer service that requires accuracy, attention to detail, collaboration, and multi-tasking in a fast paced and changing contact center work environment.
Self-Starter with strong attention to detail, organizational skills, problem solving, ability to multi-task with strong time management skills.
Ability to navigate multiple computer systems/applications; research and assess customer needs and offer appropriate solutions/support.
Must be able to adhere to schedule which may include evenings and weekends.
Must be able to effectively support customers using designated primary language (Spanish and/or English) in assigned queue.
Position requires the ability to be onsite for training(s), moments that matter, and any other applicable meetings / events as deemed by the business.

Responsibilities

Servicing the needs of TD Wealth, Mass Affluent or High Net Worth customer segments, with a focus on sales, advice and customer retention.
Serving as a highly skilled universal representative with advanced knowledge to support customers from multiple capacities.
Engaging in online customer chats and digital media.
Proactively identifying cross-selling opportunities.
Identifying opportunities for products and/or services and providing tailored recommendations.
Understanding the financial needs of complex customers and providing appropriate solutions and recommendations.
Developing and deepening new and existing relationships.
Focusing on first call resolution and going beyond the customer's initial need.
Serving as the single point of contact or universal representative for Wealth Mass Affluent or High Net Worth related Customer Inquiries.
Delivering a high-touch customer experience for this customer segment.
Engaging customers through a consultative approach to identify their current and future financial needs.
Submitting credit card applications and referrals according to established policies and procedures.
Partnering closely with Wealth, Mass affluent or High Net worth partners.
Handling Inbound Phone and making Outbound Phone calls to new potential customers.
Handling Wealth Customer Escalations and Sales Promotion Calls and other related escalations.
Taking ownership of customer concerns and escalations while effectively problem-solving.
Developing strategies and/or action plans to meet sales goals.
Delivering a best-in-class customer experience in account management, operations, documentation, and technical support.
Offering advanced knowledge and/or advice/guidance with every inbound or outbound customer interaction via phone.
Providing high-level financial advice/solutions and selling a broad range of deposit and credit product suites and services.
Engaging customers/partners in conversation by asking thoughtful questions.
Supporting CD Renewal conversations and processing renewals.
Ensuring customer/partner problems are handled promptly.
Ensuring necessary due diligence to support the accuracy of all customer transactions/activities.
Identifying and managing risks, and escalating non-standard, high-risk transactions/activities.
Ensuring any required documentation is completed accurately and properly reflects client's intentions.
Complying with company guidelines, policies, and regulations.
Participating fully as a member of the team, promoting team effectiveness, and contributing to a positive, diverse, and inclusive work environment.
Participating in personal performance management and ongoing development activities.
Serving as Subject Matter Expert to support new hire training and/or special assignments/projects.