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

TD•Greenville, SC

1d•Onsite

About The Position

The Contact Center Representative II promotes strong and lasting customer relationships by delivering quality customer service and sales in an efficient, professional manner. The role involves understanding customer needs, identifying opportunities to grow the business, and contributing to an excellent customer experience. Bilingual Spanish representatives support customers in both English and Spanish, including taking calls, answering inquiries, translating documents, and handling other transactions as necessary. The representative communicates information about products and services, directs customers to relevant solutions—including digital banking and self-service options—and handles financial transactions accurately. This role follows bank policies and procedures, works toward individual and team objectives, collaborates with colleagues, and participates in performance management and ongoing career development. The position is based in Greenville, South Carolina, and requires onsite attendance for training, important business events, and applicable meetings. Schedules may include weekends, overnights, and holidays.

Requirements

High school diploma or GED.
At least 1 year of related experience.
Ability to meet the goals and standards established for the Contact Center Representative (US) position.
Ability to use and learn current technology and software applications related to the position.
Excellent interpersonal, verbal, and written communication skills, with an interest in educating customers and offering advice.
Ability to work in a fast-paced, challenging environment.
Excellent problem-solving and time-management skills.
Ability to adhere to a set schedule that may include weekends, overnights, and holidays.
Ability to effectively support customers in the designated primary language (Spanish and/or English) for the assigned queue.
Bilingual Spanish representatives must be able to support customers in both English and Spanish, including phone calls, inquiries, document translation, and other transactions as necessary.
Must be authorized to work in the United States without employer sponsorship.
Must be able to work onsite for training, important business events, and other applicable meetings as determined by the business.

Nice To Haves

Retail customer service, banking, or contact center experience.
Experience handling confidential information.

Responsibilities

Create an exceptional customer experience with every interaction and help improve the overall customer experience by managing advice, service, inquiries, and issues promptly and effectively.
Communicate information about products and services and direct customers to relevant solutions, including digital banking and self-service options, while navigating multiple systems and applications.
Take appropriate steps to resolve customer concerns in a timely and efficient manner.
Complete financial transactions, such as account balance and statement requests, dispute handling, and other necessary transactions, accurately and efficiently.
Follow bank policies and procedures to reduce risk to customers and the business.
Arrive on time and be logged in and ready to receive or make customer calls as scheduled throughout the shift.
Support business objectives by meeting individual and team objectives.
Collaborate as a team member and contribute to a positive, diverse, and inclusive work environment, including identifying ways to improve the customer experience.
Participate in personal performance management and ongoing development, including cross-training as necessary.
Receive feedback and implement action plans as directed by leadership.
Take ownership of personal career development and growth.
For bilingual Spanish representatives, take phone calls, answer customer inquiries, translate documents, and complete other transactions as necessary in English and Spanish.