Contact Center Representative (US) - Charlotte, NC January 5th

Contact Center Representative

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.

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.

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.

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

Morning schedule options: various schedules available starting as early as 7:00am and ending as late as 8:00pm. Weekends included.

Midday/Evening schedule options: various schedules available starting as early as 10:30am and ending as late as 1:30am. Weekends included.

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 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) 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.

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. 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.

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 USWAPTDO@td.com. Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.