Contact Center Rep., Bilingual Overnight - August 24th MTL, NJ, Greenville SC.

Work Location:

Greenville, South Carolina, United States of America

Hours:

40

Pay Details:

$23.25 - $30.75 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:

The Contact Center Representative III ensures every customer feels valued by engaging in a positive and professional way.  This role resolves issues efficiently and accurately by understanding the customer's needs.  This role contributes to the growth of the business by developing and deepening new and existing relationships. This role understands the customer's needs and identify opportunities to promote products, services, and/or refer them to the appropriate team member or internal Bank partner, while ensuring a Legendary Customer Experience.

Depth & Scope: 

• Creates a Legendary Customer Experience with every client interaction and contribute to the ongoing improvement of the overall Customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions
• Engages with prospective customers through various channels (live chat, phone, secured email, SMS and social media) to guide through consumer banking services, with a strong focus on effective problem-solving for a broad range of financial transactions (e.g., account balance/maintenance, credit card opening, withdrawals, bill/phone payments, statement requests, dispute handling, balance transfers and/or other transactions, as necessary) in an accurate and efficient manner
• Takes ownership of customer concerns, gathers data, analyzing and resolves complex customer issues at first point of contact; escalates non-standard, fraud or high-risk transactions as necessary
• Ensures due diligence is taken to support the accuracy of all customer transactions, particularly as it relates to digital banking products, self serve options and services
• Engages customers / partners through a consultative approach to identify their current and future service needs; identifies cross-sell opportunities or refer customers to internal bank partners
• Must have comprehensive product knowledge and/or guidance as it relates to the Colleague's respective specialty contact center pillar  (i.e. Technology, Digital, Fraud, Small Business Banking, Sales, Consumer Loan Sales & Service, Credit, etc.)
• Expected to meet the needs of Customers by offering advice and guidance based on the Customer's total financial situation and possessing a thorough knowledge of customer life cycle needs
• Arrives on time and ready to receive / make customer calls as scheduled throughout the shift
• Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalates matters as necessary
• Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines
• Impacts their own team and other teams whose work activities are closely related

Education & Experience:

• High School diploma or GED
• 2+ years of related customer service experience
• 1+ years of contact center experience preferred
• Successfully complete contact center training
• Cross-trained on multiple contact center specialty skill sets preferred
• Thorough understanding of all aspects of the Contact Center service roles, with the ability to meet goals and standards established by the department
• Demonstrated sales and service ability including thorough knowledge of TD products and services
• Ability to navigate through multiple computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics
• Extensive knowledg