What are the responsibilities and job description for the TD Card Services Resource Officer position at TD Bank?
TD Description
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.
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".Department Overview
The Resource Officer II (US) promotes strong and lasting Customer loyalty through the Contact Center/ATM environment by providing Legendary Customer Experience in an efficient and highly professional manner. The Resource Officer II (US) provides a broad range of service/advice support to Colleagues and is responsible for resolving escalated issues with Customers/partners and identifying opportunities to grow the business.
Job Description
Acts as point of escalation for resolving Customer / partner issues by analyzing options and determining solutions that are best suited for the Customer / partner and escalate when necessary
Fosters good relationships with Customers and/or partners to positively contribute to the overall Customer/partner experience
Engages Customers/partners in conversation to understand and meet their current and future products/ advice and/or service needs by proactively providing them with information/advice/guidance
Expected to meet the needs of Customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of Customer/partner life cycle needs
Identifies cross-sell opportunities and/or refer Customers/partners to internal Bank partners
Manages relationships with product partners to resolve complex issues
May be expected to possess comprehensive knowledge of the market, competitive offers, and economic trends in order to contribute to overall Customer/partner experience
Job Requirements
2 years of related experience
Successfully complete Contact Center/ATM training
Cross-trained on multiple Contact Center (or ATM)Specialty skill sets preferred
Thorough understanding of all aspects of Contact Center Representative positions, with the ability to meet goals and standards established by the department
Demonstrated sales and service ability including knowledge of Company products and services
High degree of judgment throughout each stage of the engagement process along with exceptional communication skills both written and verbal
Extensive knowledge of the organization in order to action and resolve a wide range of escalating situations in a timely manner
Ability to multitask in a fast-paced, dynamic work environment
Ability to work effectively within a close team environment
Highly flexible and able to adapt to quickly changing priorities
Positive approach with a focus on the Customer experience
Self-starter with ability to work both independently and collaboratively
Inclusiveness
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.
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