Work Location:
Ramsey, New Jersey, United States of America

Hours:
40

Line of Business:
Product Management

Pay Detail:
$22.50 - $32.50 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.

• 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

• 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 guidelines
• Strong knowledge of clerical accounting procedures, including journal entries and reconciliations
• Excellent customer service skills, including ability to deal professionally with merchant issues, problems and questions
• Attention to detail, accuracy and good organizational skills
• Ability to coordinate a varied workload, meeting deadlines as required
• Track record of solving accounting issues and problems
• Knowledge of and ability to explain credit card products as well as division policies and procedures
• Excellent communication skills, both verbal and written
• PC skills, including knowledge of accounting systems

• Excellent Customer Service skills
• Critical thinking skills, problem-solving skills
• Proficient in MS Office (including Outlook and Excel
• Excellent attention to detail and organizational skills

• Understands and supports the Bank's Customer Service Strategy
• Considers the impact of decisions on the well-being of TD, its Customers and stakeholders
• Provides the highest level of Customer service when dealing with internal partners, vendors or our Customers - WOW at every opportunity
• Models quality service delivery at every interaction
• Leads and contributes to the ongoing improvement of the partner/Customer experience within the team

• Be engaged in advancing and sustaining a unique, inclusive culture that reflects TD''s diversity agenda, and creates an extraordinary employee experience
• Participates fully as a member of the team and contribute to a positive work environment
• Ensures ongoing communication with the team on the status / progress of projects and issues / points of interest
• Actively shares information and knowledge and proactively learn from the expertise of others