Address
Form of workCompany Overview
Our Values
At TD, we're guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and behaviors. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career, and be part of our caring and inclusive culture.
Making Your Well-being a Priority
A caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars - physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment, so colleagues feel a sense of belonging and feel supported in their personal and professional growth. Through our focus on well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes, because when colleagues feel their best, they're more likely to do their best.
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.
How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: hybrid, onsite and primarily remote. Wherever our colleagues are working, they'll always have access to the TD community to experience our culture of care.
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 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.
Department Overview
The Contact Center Representative- Credit Card (US) promotes strong and lasting Customer relationships in a Contact Center environment by providing quality customer service and sales in an efficient and highly professional manner. The Representative achieves a high level of success by understanding customer needs and identifying opportunities to grow the business.
Job Requirements
High School Diploma or GED
Required: 0 years of related experience; Preferred: 2+ years of job related experience (banking, Contact Center, or retail customer service)
Ability to use/learn current technology and software applications related to position
Excellent interpersonal and verbal communication skills required
Effective written communication skills preferred
Ability to work in a fast-paced, challenging work environment
Excellent problem-solving and time management skills
Experience handling confidential information preferred
Must be able to adhere to a set schedule which may include weekends, overnights, and holidays
Must be able to effectively support customers using designated primary language (Spanish and/or English) in assigned queue
Physical Requirements:
Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%
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.
Job Details
Displays positive and professional tone, exhibits empathy when required, and provides a Legendary Customer Experience
Takes ownership of customer concerns and resolves Customer issues at first point of contact
Ensures necessary due diligence is taken to support the timely and accurate completion of all customer transactions
Arrives on-time and log-in ready to receive/make customer calls as scheduled throughout the shift
Identifies and refers high value or potential customers to the appropriate personnel/team
Provides courteous, efficient, and professional customer service to ensure inquiries, problems, and issues are resolved promptly and effectively to retain their business
Engages customers / partners in service conversation to understand and meet their current and future products and service needs by providing them with information / guidance
Offers sound product knowledge as it relates to their respective business area
Ensures customer/partner problems are handled appropriately the first time, escalating issues when necessary
Completes a broad range of financial transactions (e.g., account balance, statement requests, balance transfers, dispute handling, and other transactions as necessary with accuracy and efficiency
May facilitate cross-sell opportunities and/or refer Customers/partners to internal Bank partners
Supports customer needs and determine solutions to customer problems, particularly as it relates to Credit Card and/or digital banking products and services
Supports the achievement of business objectives by supporting service goals
Understands, applies and adheres to all operating policies and procedures
Contributes to business objectives for operational excellence
Appropriately assesses risk when business decisions are made to minimize operating loss and escalates non-standard or high-risk transactions
Supports and participates in process improvement opportunities
Ensures necessary due diligence to support the accuracy of all Customer transactions / activities
Be knowledgeable of and comply with 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
Supports the team by continuously developing knowledge in own area
Participates in personal performance management and ongoing development activities, including cross training as necessary
Keeps others informed and up-to-date about all relevant or useful information related to day-to-day activities
Acts as a brand champion for your business area/function and the bank, both internally and/or externally
Inclusiveness
Our Commitment to Diversity, Equity, and Inclusion
At TD, we're committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We're dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.
EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.
Accommodation
If you are a candidate with a disability and need accommodations to complete the application process, email the 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 application process.
How We're Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That's why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It's our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.
We look forward to hearing from you!
Benefits
For an overview of TD's Benefits program, please visit TD's Total Rewards site
Our Values
At TD, we're guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and behaviors. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career, and be part of our caring and inclusive culture.
Making Your Well-being a Priority
A caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars - physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment, so colleagues feel a sense of belonging and feel supported in their personal and professional growth. Through our focus on well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes, because when colleagues feel their best, they're more likely to do their best.
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.
How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: hybrid, onsite and primarily remote. Wherever our colleagues are working, they'll always have access to the TD community to experience our culture of care.
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 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.
Department Overview
The Contact Center Representative- Credit Card (US) promotes strong and lasting Customer relationships in a Contact Center environment by providing quality customer service and sales in an efficient and highly professional manner. The Representative achieves a high level of success by understanding customer needs and identifying opportunities to grow the business.
Job Requirements
High School Diploma or GED
Required: 0 years of related experience; Preferred: 2+ years of job related experience (banking, Contact Center, or retail customer service)
Ability to use/learn current technology and software applications related to position
Excellent interpersonal and verbal communication skills required
Effective written communication skills preferred
Ability to work in a fast-paced, challenging work environment
Excellent problem-solving and time management skills
Experience handling confidential information preferred
Must be able to adhere to a set schedule which may include weekends, overnights, and holidays
Must be able to effectively support customers using designated primary language (Spanish and/or English) in assigned queue
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 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
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.
Job Details
Displays positive and professional tone, exhibits empathy when required, and provides a Legendary Customer Experience
Takes ownership of customer concerns and resolves Customer issues at first point of contact
Ensures necessary due diligence is taken to support the timely and accurate completion of all customer transactions
Arrives on-time and log-in ready to receive/make customer calls as scheduled throughout the shift
Identifies and refers high value or potential customers to the appropriate personnel/team
Provides courteous, efficient, and professional customer service to ensure inquiries, problems, and issues are resolved promptly and effectively to retain their business
Engages customers / partners in service conversation to understand and meet their current and future products and service needs by providing them with information / guidance
Offers sound product knowledge as it relates to their respective business area
Ensures customer/partner problems are handled appropriately the first time, escalating issues when necessary
Completes a broad range of financial transactions (e.g., account balance, statement requests, balance transfers, dispute handling, and other transactions as necessary with accuracy and efficiency
May facilitate cross-sell opportunities and/or refer Customers/partners to internal Bank partners
Supports customer needs and determine solutions to customer problems, particularly as it relates to Credit Card and/or digital banking products and services
Supports the achievement of business objectives by supporting service goals
Understands, applies and adheres to all operating policies and procedures
Contributes to business objectives for operational excellence
Appropriately assesses risk when business decisions are made to minimize operating loss and escalates non-standard or high-risk transactions
Supports and participates in process improvement opportunities
Ensures necessary due diligence to support the accuracy of all Customer transactions / activities
Be knowledgeable of and comply with 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
Supports the team by continuously developing knowledge in own area
Participates in personal performance management and ongoing development activities, including cross training as necessary
Keeps others informed and up-to-date about all relevant or useful information related to day-to-day activities
Acts as a brand champion for your business area/function and the bank, both internally and/or externally
Inclusiveness
Our Commitment to Diversity, Equity, and Inclusion
At TD, we're committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We're dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.
EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.
Accommodation
If you are a candidate with a disability and need accommodations to complete the application process, email the 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 application process.
How We're Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That's why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It's our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.
We look forward to hearing from you!
Benefits
For an overview of TD's Benefits program, please visit TD's Total Rewards site
