Contact Center Rep. - Credit Card Spanish Bilingual Jacksonville, Florida

Work Location:

United States of America

Hours:

40

Pay Details:

$21.25 - $30.00 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. The included salary range for this role takes into account multiple factors that are considered in making compensation decisions. The base pay actually offered may vary based upon candidate's skills and experience, job-related knowledge, licensure and certifications, geographic location, and other specific business and organizational needs. As TD puts career development at the forefront of our colleague experience, it is not typical for an individual to be hired at or near the top of the range for their role.

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:

The Contact Center Representative- Credit Card (US) promotes strong and lasting Customer relationships in a Contact Center environment by providing quality customer service and sales in an efficient and highly professional manner.  The Representative achieves a high level of success by understanding customer needs and identifying opportunities to grow the business.

Depth & Scope:

• Displays positive and professional tone, exhibits empathy when required, and provides a Legendary Customer Experience
• Takes ownership of customer concerns and resolves Customer issues at first point of contact
• Ensures necessary due diligence is taken to support the timely and accurate completion of all customer transactions
• Arrives on-time and log-in ready to receive/make customer calls as scheduled throughout the shift
• Identifies and refers high value or potential customers to the appropriate personnel/team
• Provides courteous, efficient, and professional customer service to ensure inquiries, problems, and issues are resolved promptly and effectively to retain their business
• Engages customers / partners in service conversation to understand and meet their current and future products and service needs by providing them with information / guidance
• Offers sound product knowledge as it relates to their respective business area
• Ensures customer/partner problems are handled appropriately the first time, escalating issues when necessary
• Completes a broad range of financial transactions (e.g., account balance, statement requests, balance transfers, dispute handling, and other transactions as necessary with accuracy and efficiency
• May facilitate cross-sell opportunities and/or refer Customers/partners to internal Bank partners
• Supports customer needs and determine solutions to customer problems, particularly as it relates to credit card and/or digital banking products and services
• Supports the achievement of business objectives by supporting service goals
• Understands, applies and adheres to all operating policies and procedures
• Contributes to business objectives for operational excellence
• Appropriately assesses risk when business decisions are made to minimize operating loss and escalates non-standard or high-risk transactions
• Supports and participates in process improvement opportunities
• Ensures necessary due diligence to support the accuracy of all Customer transactions / activities
• Be knowledgeable of and comply with Bank Code of Conduct
• Participates fully as a member of the team, promotes team effectiveness, and contributes to a positive, diverse and inclusive work environment
• Supports the team by continuously developing knowledge in own area
• Participates in personal performance management and ongoing development activities, including cross training as necessary
• Keeps others informed and up-to-date about all relevant or useful information related to day-to-day activities
• 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
• Required: 0 years of related experience; Preferred: 2+ years of job related experience (banking, contact center, or retail customer service)
• Ability to use/learn current technology and software applications related to position
• Excellent interpersonal and verbal communication skills required
• Effective written communication skills preferred
• Ability to work in a fast-paced, challenging work environment
• Excellent problem-solving and time management skills
• Experience handling confidential information preferred
• Must be able to adhere to a set schedule which may include weekends