Contact Center Rep. II - Bilingual Spanish Greenville, SC. MTL, NJ. Jacksonville, FL
About The Position
The Contact Center Representative II promotes strong and lasting Customer relationships in a Contact Center environment by providing quality Customer service and sales in an efficient and highly professional manner. This role achieves a high level of success by understanding Customer needs and identifying opportunities to grow the business. Depth & Scope: Creates an exceptional Customer experience with every client interaction and contributes to the ongoing improvement of the overall Customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions Knowledgeable of the various products/services and able to communicate/direct customers toward relevant solutions, including digital banking and self-serve options while navigating multiple systems/applications and delivering excellent customer service Ensures appropriate steps are taken to resolve customer concerns in a timely and efficient manner Ensures proper steps are taken to resolve customer concerns in a timely manner Completes a broad range of financial transactions (e.g., account balance, statement requests, dispute handling, and other transactions as necessary) with accuracy and efficiency Follows all bank policies and procedures reducing risk to our customers and the business Arrives on-time and log-in ready to receive/make customer calls as scheduled throughout the shift Supports the achievement of business objectives by meeting individual and team objectives Participates fully as a collaborative member of the team, contributes, and supports a positive, diverse, and inclusive work environment including helping to identify ways to improve the Customer experience Participates in personal performance management and ongoing development activities, including cross training as necessary Open to feedback and actively implements action plans as directed by leadership Actively participates in personal career development and takes ownership of personal growth
Requirements
- High School diploma or GED
- 1+ years of related experience
- Retail Customer service, banking, or Contact Center experience preferred
- Thorough understanding of all aspects of Contact Center Representative (US) position, with the ability to meet goals and standards established by the department
- Ability to use/learn current technology and software applications related to position
- Excellent interpersonal, verbal and written communication skills required with a curiosity to educate and offer advice to our customers
- Ability to work in a fast-paced, challenging work environment
- Experience handling confidential information preferred
- Ability to learn/use current technology and software applications related to position
- Position requires the ability to be onsite for training(s), moments that matter, and any other applicable meetings / events as deemed by the business.
- Excellent problem-solving and time management skills
- Must be able to adhere to a set schedule which may include weekends, overnights, and holidays
- Must be able to effectively support customers using designated primary language (Spanish and/or English) in assigned queue
- Bilingual (Spanish) contact center representatives must be able to take phone calls, answer customer inquiries, translate documents and other transactions as necessary in both English and Spanish.
- You must be work authorized in the United States without the need for employer sponsorship
Responsibilities
- Creates an exceptional Customer experience with every client interaction and contributes to the ongoing improvement of the overall Customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions
- Knowledgeable of the various products/services and able to communicate/direct customers toward relevant solutions, including digital banking and self-serve options while navigating multiple systems/applications and delivering excellent customer service
- Ensures appropriate steps are taken to resolve customer concerns in a timely and efficient manner
- Completes a broad range of financial transactions (e.g., account balance, statement requests, dispute handling, and other transactions as necessary) with accuracy and efficiency
- Follows all bank policies and procedures reducing risk to our customers and the business
- Arrives on-time and log-in ready to receive/make customer calls as scheduled throughout the shift
- Supports the achievement of business objectives by meeting individual and team objectives
- Participates fully as a collaborative member of the team, contributes, and supports a positive, diverse, and inclusive work environment including helping to identify ways to improve the Customer experience
- Participates in personal performance management and ongoing development activities, including cross training as necessary
- Open to feedback and actively implements action plans as directed by leadership
- Actively participates in personal career development and takes ownership of personal growth
Benefits
- 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) and several other key plans such as 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
