About the position
As a Contact Center Representative at TD Bank, you will play a crucial role in delivering exceptional customer service to our clients. Our contact centers operate 24/7, providing support to over 10 million customers. Your primary responsibility will be to ensure that every customer feels valued and engaged by addressing their needs in a positive and professional manner. You will be the first point of contact for customers, resolving issues efficiently and accurately while embodying the attributes of being welcoming, curious, knowledgeable, helpful, and thankful. In this role, you will engage with customers through various channels, including live chat, phone, email, and SMS, guiding them through our consumer banking services. You will take ownership of customer concerns, ensuring that issues are resolved at the first point of contact, and escalate matters when necessary. Accuracy is paramount, especially concerning digital banking transactions, and you will be responsible for ensuring due diligence in all customer interactions. Your day-to-day activities will include completing a broad range of financial transactions, contributing to business objectives, and participating in performance and development activities. You will also be expected to keep your team informed about relevant information and act as a brand champion for TD Bank, both internally and externally. This position requires a commitment to creating a fair and positive work environment that supports a diverse workforce.
Responsibilities
- Provide positive and professional inbound customer service to ensure issues are resolved efficiently.
- Engage with prospective customers through various channels (live chat, phone, email, SMS) to guide them through consumer banking services.
- Take ownership of customer concerns and resolve issues at the first point of contact; escalate issues when necessary.
- Ensure due diligence is taken to support the accuracy of all customer transactions, particularly related to digital banking products and services.
- Arrive on time and ready to receive/make customer calls as scheduled throughout the shift.
- Engage customers/partners through a consultative approach to understand their current and future service needs.
- Complete a broad range of financial transactions (e.g., transfers between accounts, debit card disputes) accurately and efficiently.
- Contribute to and support business objectives; suggest improvements to processes and procedures.
- Participate in performance and development activities, including cross-training within the team.
- Keep others informed and up to date about all relevant or useful information related to day-to-day activities.
- Act as a brand champion for your business area/function and the bank.
Requirements
- 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.
- 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 clearly and accessibly 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.
Nice-to-haves
- Experience in a contact center environment.
- Familiarity with banking products and services.
Benefits
- Base salary and variable compensation/incentive awards.
- 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 opportunities.
- Reward and recognition programs.
