At TD Bank, we’re deeply committed to being a leader in customer experience and believe all colleagues are customer facing. We're looking for a Contact Center Representative in Charlotte, North Carolina to join our team. In this role, you’ll ensure every customer feels valued by engaging them in a positive and professional way, providing inbound service through various channels to resolve banking issues efficiently.

What You'll Do

Provide positive and professional inbound customer service to ensure issues are resolved efficiently under all conditions.
Engage with prospective customers through various channels (live chat, phone, email, SMS) to guide them through consumer banking services.
Take ownership of customer concerns and resolve issues at first point of contact, escalating when necessary.
Ensure due diligence supports the accuracy of all customer transactions, particularly for digital banking products.
Arrive on time and ready to receive or make customer calls as scheduled throughout your shift.
Engage customers through a consultative approach to understand their current and future service needs, potentially facilitating cross-sell opportunities.
Complete a broad range of financial transactions (e.g., transfers between accounts, debit card disputes) accurately and efficiently.
Contribute to and support business objectives by speaking up to improve processes and procedures.
Participate in performance and development activities, including cross-training within your own team.
Keep others informed and up to date about all relevant or useful information related to day-to-day activities.
Contribute to a fair, positive, and equitable environment that supports a diverse workforce.
Act as a brand champion for your business area and the bank, both internally and externally.

What We're Looking For

High School Diploma or GED.
Ability to navigate through multiple computer systems, applications, and screens with speed and accuracy while meeting a variety of metrics.
Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets).
Exceptional listening skills and a curiosity for helping customers address their needs and resolve concerns.
Strong relationship management skills, capable of explaining complex banking concepts clearly.
Positive and energetic demeanor with excellent listening, reading, and communication skills.
Able to communicate financial information in a way that is clear and accessible to a wide range of customers.
Team oriented with the ability to work in a fast-paced, challenging work environment with resiliency.
Proficiency in standard corporate productivity tools (email, MS Office, Teams, internet navigation, CRM applications).
Ability to adhere to a flexible work schedule which may include weekends and holiday hours.
Ability to be onsite for training(s), moments that matter, and any other applicable meetings or events as deemed by the business.

Nice to Have

Minimum of 1+ years of experience in Retail, customer service, banking, or a contact center environment.
Experience handling confidential information.

Technical Stack

Multiple computer systems and applications
Digital devices (smartphones, tablets, laptops, headsets)
Standard corporate productivity tools (email, MS Office, Teams, internet navigation, CRM applications)

Team & Environment

You will be part of our multiple contact center teams, working in a fast-paced environment where growth opportunities and skill development are defining features of the colleague experience.

Benefits & Compensation

Compensation range: $22.00 - $31.00 USD
Health and well-being benefits
Savings and retirement programs
Paid time off (Vacation PTO, Flex PTO, Holiday PTO)
Banking benefits and discounts
Career development
Reward and recognition programs
Regular leadership and development conversations
Mentorship and training programs

Work Mode

This is an onsite position based in Charlotte, North Carolina, United States of America.

TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.