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Contact Center Representative III - Small Business Banking- October

Company: TD Bank
Location: Mount Laurel
Posted on: September 24, 2022

Job Description:

Job Description:Job Description
Depth & Scope:

Meets compliance requirements of the role
Assumes responsibility to minimize risk by complying with all TDBG and Industry Codes of Conduct
Creates a Legendary Customer Experience with every client interaction and contribute 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
Identifies Customer needs and determine solutions to Customer problems
Uses ability to discover and advise on meeting and exceeding Customer needs by asking curious questions
Offers comprehensive product knowledge and/or guidance as it relates to the Colleague's respective business area
Ensures Customer/partner problems are handled appropriately the first time, escalating issues when necessary
May identify cross-sell opportunities and/or refer Customers/partners to internal Bank partners
Expected to meet the needs of Customers by offering advice and guidance based on the Customer's total financial situation and possessing a thorough knowledge of customer life cycle needs
Identifies cross-sell opportunities and/or refer Customers to internal Bank partners
Completes a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner
Identifies Customer needs and determine solutions to Customer problems, particularly as it relates to digital banking products and services
Gathers and analyzes data to identify and to help solve complex problems
Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalated matters as necessary
Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines
Impacts their own team and other teams whose work activities are closely relatedQualification:Education & Experience:

High School diploma or GED
2+ years of related experience
Successfully complete contact center training
Cross-trained on multiple contact center specialty skill sets preferred
Thorough understanding of all aspects of Contact Center Representative positions, with the ability to meet goals and standards established by the department
Demonstrated sales and service ability including knowledge of Company products and services
Ability to use/learn current technology and software applications related to position
High degree of judgment throughout each stage of the engagement process along with exceptional communication skills both written and verbal
Extensive knowledge of the organization in order to action and resolve a wide range of escalating situations in a timely manner
Ability to multitask in a fast-paced, dynamic work environment
Ability to work effectively within a close team environment
Highly flexible and able to adapt to quickly changing priorities
Positive approach with a focus on the Customer experience
Self-starter with ability to work both independently and collaboratively
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.Requirements

  • Must be eligible for employment under regulatory standards applicable to the position.

Keywords: TD Bank, Philadelphia , Contact Center Representative III - Small Business Banking- October, Accounting, Auditing , Mount Laurel, Pennsylvania

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