Contact Center Rep. II - Bilingual Spanish Mt. Laurel, NJ

Work Location:

Mount Laurel, New Jersey

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:

Personal & Commercial Banking

Job Description:

The Contact Center Representative II (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. Achieves a high level of success by understanding Customer needs and identifying opportunities to grow the business.

Depth & Scope:

• Displays positive, professional tone, exhibit empathy when required and provides a Legendary Customer Experience
• Takes ownership of Customer concerns and resolve Customer issues at first point of contact
• Ensures necessary due diligence is taken to support the accuracy 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
• Utilizes appropriate discretion and negotiation tactics when addressing disputes
• Creates an exceptional 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
• Identifies Customer needs and determine solutions to Customer problems
• Uses ability to discover and advise on meeting/exceeding Customer needs by asking curious questions
• Offers comprehensive product knowledge and/or guidance as it relates to their respective business area
• Ensures Customer/partner problems are handled appropriately the first time, escalating issues when necessary
• May identify cross-sell opportunities and/or refer Customers/partners to internal Bank partners
• Expected to meet the needs of Customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of Customer/partner life cycle needs
• Completes a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner
• Identifies Customer needs and determine solutions to Customer problems, particularly as it relates to digital banking products and services

 
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 and practicum
• Thorough understanding of all aspects of Contact Center Representative (US) position, with 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 organizational, 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
• Must be able to adhere to a set schedule which may include weekends, overnights, and holidays
• Must be able to effectively support customers using designated primary language (Spanish and/or English) in assigned queue ​

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Various schedules available starting as early as 10 AM and ending as late as 8:30 PM Weekends included.

Who We Are:
TD is one