Contact Center Representative III - D2D+1

TD • Portland, ME

1d • $23 - $34 • Onsite

About The Position

The Contact Center Representative III ensures every customer feels valued by engaging in a positive and professional way. This role resolves issues efficiently and accurately by understanding the customer's needs. This role contributes to the growth of the business by developing and deepening new and existing relationships. This role understands the customer's needs and identify opportunities to promote products, services, and/or refer them to the appropriate team member or internal Bank partner, while ensuring a Legendary Customer Experience. You must be work authorized in the United States without the need for employer sponsorship.

Requirements

• High School diploma or GED
• 2+ years of related customer service experience
• 1+ years of contact center experience preferred
• Successfully complete contact center training
• Cross-trained on multiple contact center specialty skill sets preferred
• Thorough understanding of all aspects of the Contact Center service roles, with the ability to meet goals and standards established by the department
• Demonstrated sales and service ability including thorough knowledge of TD products and services
• Ability to navigate through multiple computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics
• Extensive knowledge of the organization to action and resolve a wide range of escalating situations in a timely and efficient manner
• Positive and energetic demeanor with excellent listening, reading, and written and verbal communication skills
• High degree of judgement with the ability to communicate financial information clearly and accessible to a wide range of customers
• Ability to multitask in a fast-paced, dynamic work environment
• Ability to work effectively within a close team environment
• Highly flexible and able to adapt to quickly changing priorities
• Positive approach with a focus on the Customer experience
• Self-starter with ability to work both independently and collaboratively
• Proficiency in standard corporate productivity tools (email, MS Office, Teams, internet navigation, CRM applications)
• Must be able to adhere to a flexible 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
• Position requires the ability to be onsite for training(s), moments that matter, and any other applicable meetings / events as deemed by the business

Nice To Haves

• 1+ years of contact center experience preferred
• Cross-trained on multiple contact center specialty skill sets preferred

Responsibilities

• Creates a Legendary Customer Experience with every client interaction and contribute 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
• Engages with prospective customers through various channels (live chat, phone, secured email, SMS and social media) to guide through consumer banking services, with a strong focus on effective problem-solving for a broad range of financial transactions (e.g., account balance/maintenance, credit card opening, withdrawals, bill/phone payments, statement requests, dispute handling, balance transfers and/or other transactions, as necessary) in an accurate and efficient manner
• Takes ownership of customer concerns, gathers data, analyzing and resolves complex customer issues at first point of contact; escalates non-standard, fraud or high-risk transactions as necessary
• Ensures due diligence is taken to support the accuracy of all customer transactions, particularly as it relates to digital banking products, self serve options and services
• Engages customers / partners through a consultative approach to identify their current and future service needs; identifies cross-sell opportunities or refer customers to internal bank partners
• Must have comprehensive product knowledge and/or guidance as it relates to the Colleague's respective specialty contact center pillar (i.e. Technology, Digital, Fraud, Small Business Banking, Sales, Consumer Loan Sales & Service, Credit, etc.)
• Expected to meet the needs of Customers by offering advice and guidance based on the Customer's total financial situation and possessing a thorough knowledge of customer life cycle needs
• Arrives on time and ready to receive / make customer calls as scheduled throughout the shift
• Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalates matters as necessary
• Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines
• Impacts their own team and other teams whose work activities are closely related

Benefits

• Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals.
• 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