Contact Center Representative - Credit Card MT. Laurel, NJ

TD Bank • Mount Laurel, NJ

12h

About The Position

The Contact Center Representative - Credit Card promotes strong, lasting customer relationships in a contact center by providing efficient, professional customer service and sales. The role requires understanding customer needs, identifying opportunities to grow the business, and delivering solutions at the first point of contact.

The representative responds to customer and internal business partner inquiries through inbound phone, written, chat, or other channels. They explain relevant products and services, including digital banking and self-service options, while navigating multiple systems and applications and following risk and compliance requirements. The role handles financial transactions such as account updates, balance inquiries, statement requests, balance transfers, and disputes.

The representative follows bank policies and procedures, refers complex questions when needed, and contributes as a collaborative team member in a positive, diverse, and inclusive work environment. The role includes ongoing performance management, development, cross-training, and career development. Onsite attendance may be required for training, important events, and applicable meetings. Representatives must support customers in the designated primary language for their assigned queue; bilingual Spanish representatives handle calls, inquiries, document translations, and other transactions in both English and Spanish.

Requirements

• High school diploma or GED.
• At least 1 year of related customer service experience, or equivalent work experience.
• Ability to communicate financial information clearly and accessibly to a wide range of customers.
• Team-oriented, resilient, and able to work in a fast-paced, challenging environment.
• Ability to assist customers by phone for extended periods according to a scheduled shift, which may include weekends, late nights or overnights, and holidays.
• Ability to arrive on time and be ready to receive customer calls throughout the scheduled shift.
• PC skills and ability to use or learn current technology and position-related software applications.
• Excellent interpersonal and verbal communication skills.
• Experience handling confidential information.
• Excellent problem-solving and time-management skills.
• Ability to effectively support customers in the designated primary language for the assigned queue.
• Authorization to work in the United States without employer sponsorship.

Nice To Haves

• Prior experience in retail, banking, or a contact center.
• Effective written communication skills.
• Bilingual Spanish ability for representatives assigned to the Spanish queue.

Responsibilities

• Provide professional, efficient customer service and sales to build lasting customer relationships.
• Respond to customer and internal business partner inquiries by phone, in writing, through chat, or other channels.
• Understand customer needs and provide solutions at the first point of contact.
• Communicate relevant products and services, including digital banking and self-service options.
• Navigate multiple systems and applications while meeting risk and compliance requirements.
• Complete financial transactions accurately and efficiently, including account updates, balance inquiries, statement requests, balance transfers, and dispute handling.
• Follow bank policies and procedures to reduce risk to customers and the business.
• Refer complex questions to experienced personnel or consult as needed.
• Collaborate with the team and support a positive, diverse, and inclusive work environment, including identifying ways to improve the customer experience.
• Participate in performance management, ongoing development, cross-training, and personal career development.
• Receive and implement feedback and action plans as directed by leadership.
• Attend onsite training, important events, and applicable meetings as required by the business.
• Meet individual and team objectives in support of business goals.
• Support customers using the designated primary language in the assigned queue; bilingual Spanish representatives handle calls, inquiries, translations, and other transactions in English and Spanish.

Benefits

• 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
• Reward and recognition
• Base salary and variable compensation or incentive awards, potentially including cash and/or equity awards

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED