Contact Center Representative III - D2D+1

Create a Legendary Customer Experience with every client interaction and contribute to ongoing improvement.,Engage with prospective customers through various channels (live chat, phone, secured email, SMS, social media).,Guide customers through consumer banking services and effectively problem-solve for a broad range of financial transactions (e.g., account balance/maintenance, credit card opening, withdrawals, bill/phone payments, statement requests, dispute handling, balance transfers).,Take ownership of customer concerns, gather data, analyze and resolve complex customer issues at the first point of contact; escalate non-standard, fraud or high-risk transactions as necessary.,Ensure due diligence to support the accuracy of all customer transactions, particularly related to digital banking products and self-serve options.,Engage customers/partners consultatively to identify service needs and identify cross-sell opportunities or refer to internal bank partners.,Possess comprehensive product knowledge related to the respective specialty contact center pillar.,Meet customer needs by offering advice and guidance based on their total financial situation.,Arrive on time and ready to receive/make customer calls as scheduled.,Evaluate and communicate unusual and/or complex content clearly; handle sensitive information and escalate matters as necessary.,Use sound judgment and understanding of process/policy risk when recommending exceptions outside general practices or guidelines.

High School diploma or GED,2+ years of related customer service experience,1+ years of contact center experience preferred,Successfully complete contact center training,Cross-trained on multiple contact center specialty skill sets preferred,Thorough understanding of all aspects of the Contact Center service roles,Demonstrated sales and service ability including thorough knowledge of TD products and services,Extensive knowledge of the organization to action and resolve a wide range of escalating situations

High School diploma or GED

Must be work authorized in the United States without the need for employer sponsorship.,Must be able to adhere to a flexible schedule which may include weekends, overnights, and holidays.,Position requires the ability to be onsite for training(s), moments that matter, and any other applicable meetings/events as deemed by the business.