Note: The job is a remote job and is open to candidates in USA. TD Bank is one of the world's leading global financial institutions, and they are seeking a Contact Center Representative II to provide quality customer service in a fast-paced environment. The role involves servicing auto loan customers and promoting strong customer relationships while efficiently handling various financial transactions.

Responsibilities

• Creates an exceptional customer experience supporting customers with their inbound phone inquiries by displaying a positive and professional tone, understanding the customer's needs, and providing solutions at first point of contact for customers and internal business partners
• Completes a broad range of financial transactions (e.g., account maintenance, statement requests, phone payments, and other transactions, as necessary) with accuracy and efficiency
• Knowledgeable of the various products/services and able to communicate relevant solutions, including digital banking and self-serve options while navigating multiple systems/applications while ensuring proper call compliance
• Follows all bank policies and procedures reducing risk to our customers and the business
• Participates fully as a collaborative member of the team, contributes, and supports a positive, diverse, and inclusive work environment including helping to identify ways to improve the customer experience
• Participates in personal performance management and ongoing development activities, including cross training as necessary. Actively participates in personal career development and takes ownership of personal growth
• Open to feedback and actively implements action plans as directed by leadership
• Utilizes appropriate discretion and negotiation tactics when addressing fee disputes

Skills

• High School diploma or GED
• 1+ years of related experience
• Successful completion of standard Contact Center training
• Thorough understanding of all aspects of the position, with the ability to meet goals and standards established by the department
• Demonstrates the ability to meet goals and standards established by the department
• Demonstrates sales ability including knowledge of all Company products and services
• Ability to use/learn current technology and software applications related to position
• Excellent interpersonal, verbal and written communication skills required with a curiosity to educate and offer advice to our customers
• Ability to work in a fast-paced, challenging work environment
• Ability to learn/use current technology and software applications related to position
• Excellent problem-solving and time management skills
• Must be able to adhere to a set schedule which may include weekends, late nights, and holidays
• Must be able to effectively support customers using designated primary language (Spanish and/or English) in assigned queue
• Bilingual (Spanish) contact center representatives must be able to take phone calls, answer customer inquiries, translate documents and other transactions as necessary in both English and Spanish
• Position requires the ability to be onsite for training(s), moments that matter, and any other applicable meetings / events as deemed by the business
• You must be work authorized in the United States without the need for employer sponsorship
• Retail Customer service, banking, or Contact Center experience preferred
• Experience handling confidential information preferred

Benefits

• Variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan)
• 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
• Reward and recognition
• Regular career, development, and performance conversations with your manager
• Access to an online learning platform
• A variety of mentoring programs
• Training and onboarding sessions

Company Overview