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Contact Center Rep. - Credit Card

Company: TD Bank
Location: Yulee
Posted on: September 24, 2022

Job Description:

Job Description: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 externallyRequirementsHigh 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.

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

Keywords: TD Bank, Jacksonville , Contact Center Rep. - Credit Card, Other , Yulee, Florida

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