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TD · 20 hours ago

Contact Center Rep. II - Bilingual Spanish Charlotte, NC

United States

Full-time

Remote

Entry Level

$22.50/hr - $29/hr

1+ years exp

TD Bank is one of the world's leading global financial institutions, and they are seeking a Contact Center Representative II to promote strong customer relationships in a Contact Center environment. This role focuses on providing quality customer service and sales while efficiently addressing customer needs and concerns.

BankingFinanceFinancial ServicesWealth Management

No H1B

Responsibilities

Creates an exceptional Customer experience with every client interaction and contributes to the ongoing improvement of the overall Customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions

Knowledgeable of the various products/services and able to communicate/direct customers toward relevant solutions, including digital banking and self-serve options while navigating multiple systems/applications and delivering excellent customer service

Ensures appropriate steps are taken to resolve customer concerns in a timely and efficient manner

Ensures proper steps are taken to resolve customer concerns in a timely manner

Completes a broad range of financial transactions (e.g., account balance, statement requests, dispute handling, and other transactions as necessary) with accuracy and efficiency

Follows all bank policies and procedures reducing risk to our customers and the business

Arrives on-time and log-in ready to receive/make customer calls as scheduled throughout the shift

Supports the achievement of business objectives by meeting individual and team objectives

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

Open to feedback and actively implements action plans as directed by leadership

Actively participates in personal career development and takes ownership of personal growth

Qualification

Customer serviceBilingual (Spanish)Problem-solvingTime managementTechnology proficiencyCommunication skillsInterpersonal skillsConfidential information handling

Required

High School diploma or GED

1+ years of related experience

Thorough understanding of all aspects of Contact Center Representative (US) position, with the ability to meet goals and standards established by the department

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

Excellent problem-solving and time management skills

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

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