Contact Center Representative II- TDAF Bilingual Spanish

Work Location:

Jacksonville, Florida, United States of America

Hours:

40

Pay Details:

$22.50 - $31.25 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:

Customer relationships in a fast-paced, inbound Contact Center environment by providing quality Customer service and solutions in an efficient and highly professional manner.

Depth & Scope: 

• 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

Education & Experience:

• 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

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They