Credit Cards and Unsecured Lending - Bilingual Customer Service Representative I - Days (US)

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:

Product Management

Job Description:

The Credit Cards and Unsecured Lending (CCUL) Customer Service Representative I performs a variety of Customer service activities for TD credit Customers (Consumers, Corporate and Commercial), including responding to telephone, written and other inquiries regarding account balances, interest rates, lost or stolen cards, charges, balance transfers,  statement requests, fraud and other issues. This job ensures that own work, as well as work of any Employees supervised, is in compliance with applicable laws, regulations and guidelines, as detailed in policies located on Company intranet; policies include but are not limited to Fair Lending, Know Your Customer, Bank Secrecy Act and other applicable anti-money-laundering policies.

We are seeking agents who are bilingual in Spanish and English (this includes reading, writing and speaking fluently in both languages)

There are two shifts available for this role:

• Monday - Friday:  9:10am - 7:00pm AND Saturday: 10:10am - 2:10pm, Off on Wednesday & Sunday (2 spots)
• Monday - Friday:  9:55am - 7:45pm AND Saturday: 10:10am - 2:10pm, Off on Wednesday & Sunday (2 spots)

Depth & Scope:

• Performs a variety of Customer services activities for CCUL credit customers
• Refers more complex questions to more experienced personnel
• Assists with research work as needed, particularly with information gathering
• Responds to telephone, written and other inquiries regarding account balances, interest rates, charges, statement requests and other issues
• Resolves problems immediately within authority, defers for additional research or forwards to supervision or dispute resolution as needed
• Refers Customer disputes to research area
• Processes Customer mail/E-mail, website, fax and other correspondence
• Maintains updated Customer account information
• Consults more experienced Customer service personnel with problems and questions
• Develops knowledge of credit customer service industry practices, credit card products and services, division policies and procedures and applicable consumer credit and other regulatory guidelines

Education & Experience:

• High School Diploma or equivalent experience
• 1 Year of related experience
• Customer service skills, including ability to deal professionally with Customer issues, problems and questions
• Research skills, with ability to identify and evaluate relevant information
• Communication skills, both verbal and written, including excellent phone skills and ability to document calls and account activity clearly
• PC skills
• Must be available to work a variable schedule which may include nights and weekends

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 be