Contact Center representative II- TDAF

TD Bank • Mount Laurel, NJ

2d • $23 - $29 • Onsite

About The Position

The Contact Center Representative II - TDAF services our auto loan customers, dealerships and other financial institutions while promoting strong and lasting Customer relationships in a fast-paced, inbound Contact Center environment by providing quality Customer service and solutions in an efficient and highly professional manner. Depth & Scope: Creates an exceptional customer experience supporting customers with their inbound phone inquiries by displaying a positive and professional tone, understanding the customer's needs, and providing solutions at first point of contact for customers and internal business partners Completes a broad range of financial transactions (e.g., account maintenance, statement requests, phone payments, and other transactions, as necessary) with accuracy and efficiency Knowledgeable of the various products/services and able to communicate relevant solutions, including digital banking and self-serve options while navigating multiple systems/applications while ensuring proper call compliance Follows all bank policies and procedures reducing risk to our customers and the business 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. Actively participates in personal career development and takes ownership of personal growth. Open to feedback and actively implements action plans as directed by leadership Utilizes appropriate discretion and negotiation tactics when addressing fee disputes

Requirements

• High School diploma or GED
• 1+ years of related experience
• Successful completion of standard Contact Center training
• Thorough understanding of all aspects of the position, with the ability to meet goals and standards established by the department
• Demonstrates the ability to meet goals and standards established by the department
• Demonstrates sales ability including knowledge of all Company products and services
• 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
• Experience handling confidential information preferred
• Excellent problem-solving and time management skills
• Must be able to adhere to a set schedule which may include weekends, late nights, 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.
• Position requires the ability to be onsite for training(s), moments that matter, and any other applicable meetings / events as deemed by the business.
• 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

Responsibilities

• Creates an exceptional customer experience supporting customers with their inbound phone inquiries by displaying a positive and professional tone, understanding the customer's needs, and providing solutions at first point of contact for customers and internal business partners
• Completes a broad range of financial transactions (e.g., account maintenance, statement requests, phone payments, and other transactions, as necessary) with accuracy and efficiency
• Knowledgeable of the various products/services and able to communicate relevant solutions, including digital banking and self-serve options while navigating multiple systems/applications while ensuring proper call compliance
• Follows all bank policies and procedures reducing risk to our customers and the business
• 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.
• Actively participates in personal career development and takes ownership of personal growth.
• Open to feedback and actively implements action plans as directed by leadership
• Utilizes appropriate discretion and negotiation tactics when addressing fee disputes

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees