Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $22.00 - $27.75
Work Schedule
Standard Hours
Weekend Shifts
Night Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
retirement savings plan
Employee Discounts
Career development opportunities
wellness programs
Job Description
TD Bank is one of the leading global financial institutions and the fifth largest bank in North America by number of branches. With over 95,000 colleagues and serving more than 27 million households and businesses across Canada, the United States, and worldwide, TD Bank is deeply committed to delivering an exceptional and simplified banking experience. The bank values growth opportunities and skill development, ensuring colleagues have a progressive and rewarding work environment. TD Bank prides itself on fostering a respectful workplace where diversity is celebrated, and every individual is empowered to realize their full potential. The bank offers a comprehensive Total Rewards package that encompasses competitive base salary, variable incentives, health and wellness benefits, savings and retirement programs, paid time off, banking discounts, and extensive career development opportunities. TD believes in the importance of client experience and views every colleague as client-facing, emphasizing the vital role each person plays in shaping customer interactions.
The Contact Center Representative - Credit Card role at TD Bank is a pivotal position within the Personal & Commercial Banking line of business, located in Phoenix, Arizona. This full-time position offers competitive pay ranging from $22.00 to $27.75 per hour, dependent upon skills, experience, and other factors. The representative plays a key role in promoting strong and lasting customer relationships by delivering outstanding customer service and sales support in a fast-paced contact center environment. The ideal candidate will be adept at understanding customer needs and identifying opportunities to grow the bank's business while ensuring compliance and managing risk.
In this role, the Contact Center Representative handles inbound customer inquiries related to consumer, corporate, commercial, or private label credit cards through various communication channels including phone, written messages, and chat. They deliver solutions efficiently during the first interaction and are knowledgeable about TD's suite of products and services, including digital banking and self-serve options. This position requires navigating multiple systems and applications to complete a broad range of transactions accurately such as account updates, balance inquiries, statement requests, and dispute handling. The representative must adhere to all bank policies and procedures to mitigate risk to both customers and the institution.
Collaboration and teamwork are essential in this role, with representatives expected to contribute to a positive, diverse, and inclusive work environment. They are encouraged to engage in personal performance management and ongoing development activities, including cross-training to build expertise and career advancement. The role demands resilience, excellent interpersonal and communication skills, and the ability to support customers in either English or Spanish, with bilingual proficiency being a significant advantage.
TD Bank provides thorough training and onboarding to ensure new hires are equipped for success. The bank is committed to accommodating applicants with disabilities throughout the recruitment process, fostering an inclusive hiring experience. This role offers an excellent opportunity for individuals passionate about customer service and financial products to develop a strong career path within a respected financial institution dedicated to innovation, client satisfaction, and colleague growth.
The Contact Center Representative - Credit Card role at TD Bank is a pivotal position within the Personal & Commercial Banking line of business, located in Phoenix, Arizona. This full-time position offers competitive pay ranging from $22.00 to $27.75 per hour, dependent upon skills, experience, and other factors. The representative plays a key role in promoting strong and lasting customer relationships by delivering outstanding customer service and sales support in a fast-paced contact center environment. The ideal candidate will be adept at understanding customer needs and identifying opportunities to grow the bank's business while ensuring compliance and managing risk.
In this role, the Contact Center Representative handles inbound customer inquiries related to consumer, corporate, commercial, or private label credit cards through various communication channels including phone, written messages, and chat. They deliver solutions efficiently during the first interaction and are knowledgeable about TD's suite of products and services, including digital banking and self-serve options. This position requires navigating multiple systems and applications to complete a broad range of transactions accurately such as account updates, balance inquiries, statement requests, and dispute handling. The representative must adhere to all bank policies and procedures to mitigate risk to both customers and the institution.
Collaboration and teamwork are essential in this role, with representatives expected to contribute to a positive, diverse, and inclusive work environment. They are encouraged to engage in personal performance management and ongoing development activities, including cross-training to build expertise and career advancement. The role demands resilience, excellent interpersonal and communication skills, and the ability to support customers in either English or Spanish, with bilingual proficiency being a significant advantage.
TD Bank provides thorough training and onboarding to ensure new hires are equipped for success. The bank is committed to accommodating applicants with disabilities throughout the recruitment process, fostering an inclusive hiring experience. This role offers an excellent opportunity for individuals passionate about customer service and financial products to develop a strong career path within a respected financial institution dedicated to innovation, client satisfaction, and colleague growth.
Job Requirements
- High school diploma or GED
- Minimum one year of related customer service experience
- Ability to communicate financial information clearly
- Team oriented with resilience in a challenging environment
- Ability to handle long phone interactions within scheduled shifts including weekends, late nights, or holidays
- Punctual and ready to receive calls during shift
- Proficient with PC skills and ability to learn banking software
- Strong interpersonal and verbal communication skills
- Experience handling confidential information
- Effective written communication skills preferred
- Ability to meet individual and team objectives
- Must support customers using assigned primary language English and/or Spanish
- Bilingual representatives must have fluency in English and Spanish for calls, translation, and transactions
Job Qualifications
- High school diploma or GED
- One or more years of related customer service experience preferred
- Prior experience in retail, banking, or contact center environment preferred
- Good communication skills to clearly convey financial information
- Ability to work effectively in a fast-paced environment
- Excellent interpersonal and verbal communication skills
- Experience handling confidential information
- Effective written communication skills preferred
- Excellent problem-solving and time management abilities
- Ability to support customers in English and/or Spanish language
Job Duties
- Create an exceptional customer experience by supporting inbound inquiries about credit card products through various channels including phone, written communication, and chat
- Communicate relevant solutions including digital banking and self-serve options while navigating multiple systems and applications
- Complete financial transactions accurately and efficiently such as account updates, balance inquiries, statement requests, balance transfers, and dispute handling
- Follow all bank policies and procedures to reduce risk to customers and the business
- Refer complex issues to experienced personnel or consult with supervisors as needed
- Participate actively as a collaborative team member supporting a positive, diverse, and inclusive work environment
- Engage in personal performance management and ongoing development activities including cross training
Job Criteria
Experience
Entry Level (1-2 years)
Job Location
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