Contact Center Rep - Phoenix, AZ March 16th

cial Banking
Job Description:

In our multiple contact centers we make it easy to do business with us by creating value and delivering trusted advice to our customers. We're proud of the legendary experiences we deliver 24 hours a day, 7 days a week to our 10 million TD Bank customers.

As a Contact Center Representative, you ensure every customer feels valued by engaging them in a positive and professional way. By understanding their needs you'll resolve issues efficiently and accurately.

Depth & Scope:

• Provides positive and professional inbound customer service to ensure issues are resolved efficiently under all conditions embodying attributes such as being welcoming, curious, knowledgeable, helpful, and thankful to efficiently resolve issues related to banking products and services

• Engages with prospective customers through various channels (live chat, phone, email, SMS) to guide through consumer banking services, with a strong focus on effective problem-solving

• Takes ownership of customer concerns and resolves customer issues at first point of contact; escalates issues when necessary

• Ensures due diligence is taken to support the accuracy of all customer transactions, particularly as it relates to digital banking products and services; escalates non-standard or high-risk transactions or activities as necessary

• Arrives on time and ready to receive / make customer calls as scheduled throughout the shift

• Engages customers / partners through a consultative approach to understand their current and future service needs; may facilitate cross-sell opportunities or refer customers to internal bank partners

• Completes a broad range of financial transactions (e.g., transfers between accounts, debit card disputes, and/or other transactions, as necessary) in an accurate and efficient manner

• Contributes to and supports business objectives; speaks up if there's a way to improve processes and procedures

• Participates in performance and development activities, including cross-training within own team

• Keeps others informed and up to date about all relevant or useful information related to day-to-day activities

• Contributes to a fair, positive, and equitable environment that supports a diverse workforce

• Acts as a brand champion for your business area / function and the bank, both internally and/or externally

Education & Experience:

• High School Diploma or GED

• Minimum of 1+ years of experience in Retail, customer service, banking, or contact center experience preferred

• Ability to navigate through multiple computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics

• Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets)

• Exceptional listening skills and a curiosity for helping customers to address their needs and resolve concerns

• Strong relationship management skills, capable of explaining complex banking concepts

• Positive and energetic demeanor with excellent listening, reading, and communication skills

• Able to communicate financial information in a way that is clear and accessible to a wide range of customers

• Team oriented with the ability to work in a fast-paced, challenging work environment with resiliency

• Experience handling confidential information preferred

• Proficiency in standard corporate productivity tools (email, MS Office, Teams, internet navigation, CRM applications)

• Ability to adhere to a flexible work schedule which may include weekends and holiday hours

• Position requires the ability to be onsite for training(s), moments that matter, and any other applicable meetings / events as deemed by the business

Physical and Mental Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel - Occasional

• International Travel - Never

• Performing sedentary work - Continuous

• Performing multiple tasks - Continuous

• Operating standard office equipment - Continuous

• Responding quickly to sounds - Continuous

• Sitting - Continuous

• Standing - Occasional

• Walking - Occasional

• Moving safely in confined spaces - Occasional

• Lifting/Carrying (under 25 lbs.) - Occasional

• Lifting/Carrying (over 25 lbs.) - Never

• Squatting - Occasional

• Bending - Occasional

• Kneeling - Never

• Crawling - Never

• Climbing - Never

• Reaching overhead - Never

• Reaching forward - Occasional

• Pushing - Never

• Pulling - Never

• Twisting - Never

• Concentrating for long periods of time - Continuous

• Applying common sense to deal with problems involving standardized situations - Continuous

• Reading, writing and comprehending instructions - Continuous

• Adding, subtracting, multiplying and dividing - Continuous

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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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.

If you're passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

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

TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

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