RCS Client Service Specialist II

Work Location:

United States of America

Hours:

40

Pay Details:

$22.00 - $31.50 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 Retail Card Services Client Services Specialist II performs a variety of customer service and operational activities related to the Shoppers Charge Account (SCA) private label credit card.

This is a remote position. The schedule is:

• Sunday: 9:55am-6:00pm
• Monday: 9:15am-8:05pm
• Tuesday, Wednesday, Thursday: Off
• Friday: 8:45am-8:05pm
• Saturday: 9:15am-8:05pm

Depth & Scope

• Performs variety of customer service activities for SCA private label credit card merchants and dealers typically of larger size and complexity
• May lead activities of unit, assigning, prioritizing and monitoring work
• Provides direction and answers questions as needed
• Provides technical guidance and assists with most complex aspects of work as necessary
• Resolves escalated issues and problems by conferring with staff, other internal departments, outside contacts and others as necessary
• Provides training and mentoring for new and less experienced staff
• Participates in the development of unit operating policies and procedures by communicating new or unique situations and solutions developed
• Provides ongoing day-to-day process-oriented services for merchants and dealers, such as answering account reconciliation, settlement, exceptions, unacceptable sales/returns, minus investigation and other accounting-related questions and explaining processes and procedures; Answers questions immediately within authority, defers for additional research or forwards to supervision as needed
• Accesses merchant accounts on system, understands customer issues, reviews and evaluates account information and responds according to established policies and procedures
• Researches more complex issues prior to resolution with merchants
• Checks contract and specific account terms, communicates with account management, customer service, account system vendor and other internal and external personnel to obtain information, researches applicable policies, consults with supervision if needed to evaluate situations; decides on correct responses and communicates answers to customers
• Distributes program related materials to merchants including marketing and promotional supplies, application forms, Truth In Lending disclosures and other related materials
• Confirms merchant supply requirements and ensures accurate accounting for materials sent
• Coordinates with account management, sales, customer service and other internal areas to determine additional related merchant needs
• Maintains updated merchant account information on system as well as required customer files and documentation, including customer correspondence, receipts and other information
• Enters and/or records relevant information from merchant calls, correspondence and any other actions affecting customer accounts
• Prepares regular summaries and reports of account activity
• Alerts supervision and account system vendor as appropriate of any system problems or issues
• Develops and maintains productive business relationships with appropriate merchant and bank contacts as well as other internal departments, including finance, account management, sales, customer service and others, to facilitate information exchange and efficient customer service
• Maintains and applies knowledge of credit card customer service industry practices, credit card products and services, division policies and procedures and applicable consumer credit and other regulatory guidelines

Experience:

• High School Diploma or GED
• 2-3 Years of related experience
• Strong knowledge of private label credit card industry merchant customer service practices and procedures, including consumer credit and other related regulatory gui