Contact center representative supporting TD, a global financial institution, with credit card and account inquiries. Delivering advice, issue resolution, and customer service remotely and at TD locations.
About the role
- TD contact center representative assisting customers with everyday banking inquiries. Delivering personalized support, resolving issues, and recommending banking products through inbound service.
Responsibilities
- Assist inbound customers with account inquiries
- Resolve customer issues by recommending TD products, services, and solutions
- Deliver personalized, friendly customer service and trusted advice
- Resolve inquiries at the first point of contact through empathetic questioning and responses
- Meet customer experience, advice, quality, compliance, and productivity objectives
- Participate in ongoing training and coaching
- Complete 14 weeks of mandatory full-time in-person onsite training and onboarding
- Work primarily offsite after training, spending approximately 95% of time in a secure private workspace
- Attend in-person team events and experiences at a TD location
Requirements
- High School Diploma or equivalent
- Exceptional listening skills and curiosity to help customers meet their needs and resolve concerns
- Ability to multitask and navigate computer systems, applications, and multiple screens with speed and accuracy
- Digital literacy across smartphones, tablets, laptops, headsets, and other devices
- Flexibility, resiliency, and a positive attitude when responding to challenging situations
- Ability to work independently and as part of a team
- Integrity when managing sensitive customer information in alignment with regulatory and compliance guidelines
- Flexibility to work Monday to Sunday, 6:00am–12:00am, with various start times
- Stable internet connection and secure, private workspace for primarily offsite work
Benefits
- 14 weeks full-time paid training
- Health and well-being benefits including medical, dental, vision, and mental health coverage
- Savings and retirement programs
- Paid time off
- Banking benefits and discounts
- Career development
- Reward and recognition programs
- Online learning platform
- Mentoring programs
- Regular career, development, and performance conversations
- Well-being programs supporting physical, financial, social, and mental/emotional health
- Flexible remote work after training
- In-person training and onboarding
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