Contact Center Rep., Bilingual Overnight - August 24th

Work Location:

Greenville, South Carolina, United States of America

Hours:

40

Pay Details:

$24.00 - $33.50 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. 

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Personal & Commercial Banking

Job Description:

This role is responsible for servicing the needs of TD Wealth, Mass Affluent or High Net Worth customer segments, with a focus on sales, advice and customer retention. Serves as highly skilled universal representative with advanced knowledge to support customers from multiple capacities (complex customer service issues, product expertise and technical support, sales, disputes, submission of credit card applications and fraud issues to engaging in online customer chats, digital media alongside proactively identifying cross-selling opportunities. Identifies opportunities for products and/or services and provides tailored recommendations while providing exceptional Customer Experience. 

This role must be able to understand the financial needs of these complex customers and provide appropriate solutions and recommendations on a range of complex financial products and services. This role contributes to the growth of the business by developing and deepening new and existing relationships while focusing on first call resolution and going beyond the Customer's initial need.

Depth & Scope: 

• Serves as the single point of contact or universal representative for Wealth Mass Affluent or High Net Worth related Customer Inquiries
• Empowered, knowledgeable and highly skilled representatives who have the potential to directly impact customer experience, customer loyalty, brand reputation, and revenue
• Delivers a high touch customer experience for this customer segment ensuring TD can deepen the relationship
• Engages customers through a consultative approach to identify their current and future financial needs; identifies cross-sell opportunities, proactively provides information/advice/guidance while anticipating potential needs, and refers customers to Wealth and other TD products and services
• Submits credit card applications and referrals according to established policies and procedures and applicable legal and regulatory guidelines while demonstrating comprehensive product knowledge of our consumer and wealth deposit and lending products, services and marketing offers
• Partners closely with Wealth, Mass affluent or High Net worth partners including relationship bankers, financial advisors and relationship managers to ensure an exceptional client experience
• Handles Inbound Phone and makes Outbound Phone calls to new potential customers to include Store referred customer contact for all Wealth, New to Bank and Credit Card Customers following up on sales leads
• Handles Wealth Customer Escalations and Sales Promotion Calls and other related escalations as defined
• Takes ownership of Customer concerns and escalations while effectively problem solving to resolve complex Customer issues at first point of contact. Proactively raising customer irritants and assisting in development of strategies to eliminate pain points
• Develops strategies and/or action plan to meet sales goals
• Delivers a best-in-class customer experience to the TD customer in account management, operations, documentation, and technical support (i.e., open new accounts, withdrawals, bill payments, statement request, dispute handling)
• Offers advanced knowledge and/or advice/guidance with every inbound or outbound customer interaction via phone, contributing to an exceptional customer experience for high value customers based on their total financial situation
• Provides high-level financial advice/solutions and sells a broad range of deposit and credit product suites and services to existing/prospective TD Customers possessing a thorough knowledge of Customer needs
• Engages customers/partners in conversation by asking thoughtful questions to meet their current and future products/advice and/or service needs by proactively providing them with information/advice/guidance and anticipating their potential needs, guide referrals for wealth products and other TD products
• Supports CD Renewal conversations and processes renewals with demonstrated knowledge and expertise of CD options and procedural steps
• Ensures customer/partner problems are handled promptly, identifying the most appropriate solution and escalating issues when necessary
• Ensures necessary due diligence to support the accuracy of all Customer transactions/activities
• Identifies and manages risks, and escalates non-standard, high-risk transactions/activities as necessary
• Ensures any required documentation is completed accurately and properly reflects client's intentions and is consistent with any compliance and regulatory requirements
• Is knowledgeable of and complies with company guidelines, policies, regulations to include the Bank Code of Conduct
• Participates fully as a member of the team, promotes team effectiveness, and contributes to a positive, diverse, and inclusive work environment
• Participates in personal performance management and ongoing development activities, including cross training as necessary
• Serves as Subject Matter Expert to support new hire training and/or special assignments/projects

Education & Experience:

• Bachelor's degree or equivalent work experience listed below
• 4+ years customer service, sales, or related experience in financial industry
• Proven ability to interact with high valued customers
• Proven Sales or Referral banking experience
• Provide exceptional inbound and/or outbound advice and/or sales and service support to customers/partners on a range of moderate to high complexity financial products and services
• Acts as an advice process/product expert to customers and/or internal partners with vast knowledge in multiple areas of the bank
• Excellent Communication skills, both verbal and written
• Proficiency in standard corporate productivity tools (MS Office suite of products, internet navigation, CRM applications)
• Ability to deliver superior customer service that requires accuracy, attention to detail, collaboration, and multi-tasking in a fast paced and changing contact center work environment
• Self-Starter with strong attention to detail, organizational skills, problem solving, ability to multi-task with strong time management skills
• Ability to navigate multiple computer systems/applications; research and assess customer needs and offer appropriate solutions/support
• Must be able to adhere to schedule which may include evenings and weekends
• Must be able to effectively support customers using designated primary language (Spanish and/or English) in assigned queue
• 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 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 – Occasional
• 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 and focusing for long periods of time – Continuous
• Responding to time sensitive information and data interpretation - Continuous
• Applying common sense to deal with problems involving standardized situations – Continuous
• Reading, writing, typing, communicating 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 USWAPTDO@td.com.  Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.