Line of Business:
Personal & Commercial Banking
Job Description:

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

• Creates an exceptional Customer experience with every client interaction and contributes 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
• Knowledgeable of the various products/services and able to communicate/direct customers toward relevant solutions, including digital banking and self-serve options while navigating multiple systems/applications and delivering excellent customer service
• Ensures appropriate steps are taken to resolve customer concerns in a timely and efficient manner
• Ensures proper steps are taken to resolve customer concerns in a timely manner
• Completes a broad range of financial transactions (e.g., account balance, statement requests, dispute handling, and other transactions as necessary) with accuracy and efficiency
• Follows all bank policies and procedures reducing risk to our customers and the business
• Arrives on-time and log-in ready to receive/make customer calls as scheduled throughout the shift
• Supports the achievement of business objectives by meeting individual and team objectives
• 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
• Open to feedback and actively implements action plans as directed by leadership
• Actively participates in personal career development and takes ownership of personal growth

You must be work authorized in the United States without the need for employer sponsorship.

Education & Experience:

• High School diploma or GED
• 1+ years of related experience
• Retail Customer service, banking, or Contact Center experience preferred
• Thorough understanding of all aspects of Contact Center Representative (US) position, with the ability to meet goals and standards established by the department
• 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
• Experience handling confidential information preferred
• Ability to learn/use current technology and software applications related to position
• Position requires the ability to be onsite for training(s), moments that matter, and any other applicable meetings / events as deemed by the business.
• 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
  • 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.

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.

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 believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more

Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

If you are an applicant with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.