Contact Center Representative II- TDAF

TD•Mount Laurel, NJ

6d•$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.

Requirements

High School diploma or GED
1+ years of related experience
Retail Customer service, banking, or Contact Center experience preferred
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.

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