Contact Center Rep. II - Bilingual Spanish Greenville, SC.

TD•Greenville, SC

23h•Onsite

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. 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.

Requirements

High School diploma or GED
1+ years of related experience
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
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
You must be work authorized in the United States without the need for employer sponsorship.

Nice To Haves

Retail Customer service, banking, or Contact Center experience preferred
Experience handling confidential information preferred

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.
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.