Contact Center Representative III - Fraud Res. May 15th

357903BRJob Title:Contact Center Representative III - Fraud Res. May 15thTD Description:About TD Bank, America's Most Convenient Bank®TD Bank, America's Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth®, and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit www.tdbank.com. Find TD Bank on Facebook at www.facebook.com/TDBank and on Twitter at www.twitter.com/TDBankUS .TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol "TD". To learn more, visit www.td.com .Auto req ID:357903BRDepartment Overview:Job Profile SummaryThe Contact Center Representative III - Specialties (US) performs a broad range of Customer service transactions, may provide information and/or advice on services, products, and/or solutions to existing or prospective TD Customers. This role contributes to the growth of the business by developing and deepening new and existing relationships. This role is required to understand Customer needs and identify opportunities to promote products, services, and/or refer them to the appropriate team member or internal Bank partner, while ensuring a Legendary Customer Experience.Country:United StatesJob Requirements:Must be eligible for employment under regulatory standards applicable to the position.

Job DescriptionDepth & Scope:Maintains exceptional knowledge and understanding of all pertinent procedures, products and services; Ensures due diligence is taken to support the accuracy of all customer transactionsMeets compliance requirements of the roleAssumes responsibility to minimize risk by complying with all TDBG and Industry Codes of ConductCreates 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 conditionsIdentifies Customer needs and determine solutions to Customer problemsUses ability to discover and advise on meeting and exceeding Customer needs by asking curious questionsOffers comprehensive product knowledge and/or guidance as it relates to the Colleague's respective business areaEnsures Customer/partner problems are handled appropriately the first time, escalating issues when necessaryMay identify cross-sell opportunities and/or refer Customers/partners to internal Bank partnersExpected 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 needsIdentifies cross-sell opportunities and/or refer Customers to internal Bank partnersCompletes a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient mannerIdentifies Customer needs and determine solutions to Customer problems, particularly as it relates to digital banking products and servicesGathers and analyzes data to identify and to help solve complex problemsEvaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalated matters as necessaryUses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelinesImpacts their own team and other teams whose work activities are closely relatedHours:40Job Description:Job DescriptionDepth & Scope:Maintains exceptional knowledge and understanding of all pertinent procedures, products and services; Ensures due diligence is taken to support the accuracy of all customer transactionsMeets compliance requirements of the roleAssumes responsibility to minimize risk by complying with all TDBG and Industry Codes of ConductCreates 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 conditionsIdentifies Customer needs and determine solutions to Customer problemsUses ability to discover and advise on meeting and exceeding Customer needs by asking curious questionsOffers comprehensive product knowledge and/or guidance as it relates to the Colleague's respective business areaEnsures Customer/partner problems are handled appropriately the first time, escalating issues when necessaryMay identify cross-sell opportunities and/or refer Customers/partners to internal Bank partnersExpected 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 needsIdentifies cross-sell opportunities and/or refer Customers to internal Bank partnersCompletes a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient mannerIdentifies Customer needs and determine solutions to Customer problems, particularly as it relates to digital banking products and servicesGathers and analyzes data to identify and to help solve complex problemsEvaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalated matters as necessaryUses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelinesImpacts their own team and other teams whose work activities are closely relatedInclusiveness:At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach their potential.If you are a candidate with a disability and need an accommodation to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.Province/State:Maine, New Jersey, North Carolina, South CarolinaCity:Auburn, Charlotte, Greenville, Mount LaurelQualifications:Education & Experience:High School diploma or equivalent experience2+ years of related experienceSuccessfully complete Contact Center trainingCross-trained on multiple Contact Center Specialty skill sets preferredThorough understanding of all aspects of Contact Center Representative positions, with the ability to meet goals and standards established by the departmentDemonstrated sales and service ability including knowledge of Company products and servicesHigh degree of judgment throughout each stage of the engagement process along with exceptional communication skills both written and verbalExtensive knowledge of the organization in order to action and resolve a wide range of escalating situations in a timely mannerAbility to multitask in a fast-paced, dynamic work environmentAbility to work effectively within a close team environmentHighly flexible and able to adapt to quickly changing prioritiesPositive approach with a focus on the Customer experienceSelf-starter with ability to work both independently and collaborativelyPhysical Requirements:Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%Domestic Travel – OccasionalInternational Travel – NeverPerforming sedentary work – ContinuousPerforming multiple tasks – ContinuousOperating standard office equipment - ContinuousResponding quickly to sounds – OccasionalSitting – ContinuousStanding – OccasionalWalking – OccasionalMoving safely in confined spaces – OccasionalLifting/Carrying (under 25 lbs.) – OccasionalLifting/Carrying (over 25 lbs.) – NeverSquatting – OccasionalBending – OccasionalKneeling – NeverCrawling – NeverClimbing – NeverReaching overhead – NeverReaching forward – OccasionalPushing – NeverPulling – NeverTwisting – NeverConcentrating for long periods of time – ContinuousApplying common sense to deal with problems involving standardized situations – ContinuousReading, writing and comprehending instructions – ContinuousAdding, subtracting, multiplying and dividing – ContinuousThe 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.Work Location:550 Center Street, Greenville Campus Building C - 200 Carolina Point Parkway, Mt Laurel - 6000 Atrium Way, Remote CharlotteBusiness Line:TD Bank AMCBJob Category - Primary:Call CenterJob Category(s):Call CenterProvince/State (Primary):New JerseyProvState 2:MaineProvState 3:North CarolinaProvState 4:South CarolinaCity (Primary):Mount LaurelCity(s) 2:AuburnCity(s) 3:CharlotteCity(s) 4:GreenvilleJob Family:Contact CentreTime Type:Full TimeEmployment Type:RegularFederal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.