430798BR

　　Job Title:

　　Contact Center Rep-Credit Card BL Spanish Jacksonville, FL March 18th

　　Company 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.

　　Auto req ID:

　　430798BR

　　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.

　　Country:

　　United States

　　Job Requirements:

　　Education & Experience:

　　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.

　　Hours:

　　40

　　Job Details:

　　Depth & Scope:

　　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 [email protected]. 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!

　　State:

　　Florida

　　City:

　　Jacksonville

　　Work Location:

　　4600 Touchton Road, Building 200, Suite 400

　　Business Line:

　　TD Bank AMCB

　　Job Category - Primary:

　　Call Center

　　Job Category(s):

　　Call Center

　　State (Primary):

　　Florida

　　City (Primary):

　　Jacksonville

　　Time Type:

　　Full Time

　　Employment Type:

　　Regular

　　Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.