Work Location:
Mount Laurel, New Jersey, United States of America
Hours:
40
Pay Details:
$22.00 - $31.00 USD
TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.
As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.
Line of Business:
Personal & Commercial Banking
Job Description:
In our multiple contact centers we make it easy to do business with us by creating value and delivering trusted advice to our customers. We're proud of the legendary experiences we deliver 24 hours a day, 7 days a week to our 10 million TD Bank customers.
As a Contact Center Representative, you ensure every customer feels valued by engaging them in a positive and professional way. By understanding their needs you'll resolve issues efficiently and accurately.
Depth & Scope:
Provides positive and professional inbound customer service to ensure issues are resolved efficiently under all conditions embodying attributes such as being welcoming, curious, knowledgeable, helpful, and thankful to efficiently resolve issues related to banking products and services
Engages with prospective customers through various channels (live chat, phone, email, SMS) to guide through consumer banking services, with a strong focus on effective problem-solving
Takes ownership of customer concerns and resolves customer issues at first point of contact; escalates issues when necessary
Ensures due diligence is taken to support the accuracy of all customer transactions, particularly as it relates to digital banking products and services; escalates non-standard or high-risk transactions or activities as necessary
Arrives on time and ready to receive / make customer calls as scheduled throughout the shift
Engages customers / partners through a consultative approach to understand their current and future service needs; may facilitate cross-sell opportunities or refer customers to internal bank partners
Completes a broad range of financial transactions (e.g., transfers between accounts, debit card disputes, and/or other transactions, as necessary) in an accurate and efficient manner
Contributes to and supports business objectives; speaks up if there's a way to improve processes and procedures
Participates in performance and development activities, including cross-training within own team
Keeps others informed and up to date about all relevant or useful information related to day-to-day activities
Contributes to a fair, positive, and equitable environment that supports a diverse workforce
Acts as a brand champion for your business area / function and the bank, both internally and/or externally
Education & Experience:
High School Diploma or GED
Minimum of 1+ years of experience in Retail, customer service, banking, or contact center experience preferred
Ability to navigate through multiple computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics
Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets)
Exceptional listening skills and a curiosity for helping customers to address their needs and resolve concerns
Strong relationship management skills, capable of explaining complex banking concepts
Positive and energetic demeanor with excellent listening, reading, and communication skills
Able to communicate financial information in a way that is clear and accessible to a wide range of customers
Team oriented with the ability to work in a fast-paced, challenging work environment with resiliency
Experience handling confidential information preferred
Proficiency in standard corporate productivity tools (email, MS Office, Teams, internet navigation, CRM applications)
Ability to adhere to a flexible work schedule which may include weekends and holiday hours
Position requires the ability to be onsite for training(s), moments that matter, and any other applicable meetings / events as deemed by the business
Physical and Mental Requirements:
Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%
Domestic Travel - Occasional
International Travel - Never
Performing sedentary work - Continuous
Performing multiple tasks - Continuous
Operating standard office equipment - Continuous
Responding quickly to sounds - Continuous
Sitting - Continuous
Standing - Occasional
Walking - Occasional
Moving safely in confined spaces - Occasional
Lifting/Carrying (under 25 lbs.) - Occasional
Lifting/Carrying (over 25 lbs.) - Never
Squatting - Occasional
Bending - Occasional
Kneeling - Never
Crawling - Never
Climbing - Never
Reaching overhead - Never
Reaching forward - Occasional
Pushing - Never
Pulling - Never
Twisting - Never
Concentrating for long periods of time - Continuous
Applying common sense to deal with problems involving standardized situations - Continuous
Reading, writing and comprehending instructions - Continuous
Adding, subtracting, multiplying and dividing - Continuous
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.
Who We Are:
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.
Our Total Rewards Package
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. Learn more (http://hrportal.ehr.com/tdtotalrewards)
Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.
Colleague Development
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.
Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.
Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
Accommodation
TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com . Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.
Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.
