Line of Business:
Personal & Commercial Banking
Job Description:

The RCS Credit and Servicing Specialist decisions Retail Card Services (RCS) private label credit card individual customer and small business applications using an automated underwriting system and performs a variety of customer service activities for RCS private label credit card individual Customers. This includes responding to telephone, written and other inquiries regarding account balances, interest rates, lost or stolen cards, charges, balance transfers, stop payments, statement requests, fraud and other issues. The RCS Credit and Servicing Specialist ensures work performed is in compliance with applicable laws, regulations and guidelines, as detailed in policies located on Company intranet, policies include but are not limited to Fair Lending, Know Your customer, Bank Secrecy Act and other applicable anti-money laundering policies.

This is a remote position. The schedule is:

• Monday, Tuesday, Thursday & Friday: 9:10am - 7:00pm
• Saturday: 10:00am - 2:00pm
• Sunday & Wednesday: Off

This role may require working some holidays.

Depth & Scope:

• Handles moderately complex inquiries and solves escalated issues and problems by conferring with staff, other internal departments, outside contacts and others as necessary
• May provide training and mentoring for new and less experienced staff
• Orders and obtains credit reports and other applicable credit history information
• Assists with RCS private label credit card individual customer and small business applications credit decision process for new applications, credit limit increase requests, credit line reinstatement requests and sales authorizations
• Communicates with merchants and customers as needed, obtaining information, explaining credit decisions and other related issues
• Reviews and evaluates findings and results presented by underwriting system
• Resolves system exceptions and problems
• Assists more experienced personnel in using automated underwriting system
• Gathers appropriate application and other pertinent information from merchants
• Performs a variety of Customer service activities for typically moderately complex RCS Customers
• Resolves escalated issues and problems by conferring with staff, other internal departments, outside contacts and others as necessary
• Responds to telephone, written and other inquiries regarding account balances, interest rates, charges, statement requests and other issues
• Resolves problems immediately within authority, defers for additional research or forwards to supervision or dispute resolution as needed
• Refers Customer disputes, complaints and reports of fraudulent activity to appropriate back-office teams for research and resolution
• Processes Customer mail/E-mail, website, fax and other correspondence
• Maintains updated Customer account information
• Consults more experienced Customer Servicing and Credit personnel with problems and questions
• Develops 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

Education & Experience:

• High School Diploma or equivalent experience
• 2+ years of related experience
• Accuracy and attention to detail
• Experience with Microsoft Office Products, particular skill in MS Word & Excel
• Excellent verbal and written communication skills
• Passes credit up to a determined dollar amount as per company policy
• Strong knowledge of private label credit card industry, customer service practices and procedures, including consumer credit and other related regulatory guidelines
• Strong Customer service skills, including ability to deal professionally with Customer issues, problems and questions
• Ability to work in a high-volume, deadline-driven environment
• Account research skills, with ability to identify and evaluate relevant information
• Knowledge of and ability to explain credit card products as well as division policies and procedures
• Communication skills, both verbal and written, including strong phone skills and ability to document calls and account activity clearly
• PC skills
• Assigned typically moderately complex accounts

Preferred Qualifications:

• Ability to think outside of the box and find solutions that may not be typical
• Proven ability to multi-task
• Demonstrated reliability regarding attendance
• Flexibility to change schedules when needed based on business need
• Experience as a Customer Service Rep or Credit Rep within CCUL (Credit Cards and Unsecured Lending) highly preferred
• Experience with Merchant Services highly preferred

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.