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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing exceptional customer service in the banking sector, with a strong focus on resolving issues efficiently and accurately. Proficient in navigating digital banking products and fostering positive customer relationships through effective communication and consultative approaches.
Highest-signal resume keywords
Customer Service ExcellenceBanking Product KnowledgeDigital LiteracyRelationship ManagementProblem Resolution
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Financial TransactionsBasic Arithmetic CalculationsDigital Banking ServicesCRM Applications ProficiencyEmail CommunicationMS Office ProficiencyInternet NavigationConsultative SellingIssue EscalationConfidential Information Handling
Soft Skills
Exceptional Listening SkillsStrong Communication SkillsResiliency in Fast-Paced EnvironmentsTeam CollaborationPositive Attitude
Tools & Technologies
SmartphonesTabletsLaptopsHeadsetsMS Teams
Certifications & Qualifications
High School DiplomaGED
Industry Keywords
Retail BankingCustomer ExperienceContact CenterCross-SellingProcess Improvement
About the role
Key responsibilities & impact- Provide positive and professional inbound customer service
- Resolve customer issues efficiently and accurately across banking products and services
- Engage prospective customers through live chat, phone, email, and SMS
- Guide customers through consumer banking services
- Take ownership of customer concerns and resolve issues at first point of contact
- Escalate issues, non-standard transactions, and high-risk activities when necessary
- Ensure accuracy and due diligence in customer transactions, especially digital banking products and services
- Receive and make customer calls according to scheduled shifts
- Use a consultative approach to understand current and future service needs
- Facilitate cross-sell opportunities or refer customers to internal bank partners
- Complete financial transactions such as account transfers and debit card disputes
- Support business objectives and suggest process and procedure improvements
- Participate in performance, development, and team cross-training activities
- Keep colleagues informed about relevant day-to-day information
- Contribute to a fair, positive, and equitable workplace
- Act as a brand champion for the business area and TD Bank
- Work occasional domestic travel and scheduled morning, midday, or evening shifts, including weekends
Requirements
What you’ll need- High School Diploma or GED
- Minimum of 1+ years of experience in Retail, customer service, banking, or contact center experience preferred
- Ability to navigate multiple computer systems, applications, and screens with speed and accuracy
- Digital literacy across smartphones, tablets, laptops, and headsets
- Exceptional listening skills
- Strong relationship management skills
- Excellent listening, reading, and communication skills
- Ability to explain complex banking concepts clearly and accessibly
- Ability to work in a fast-paced, challenging environment with resiliency
- Experience handling confidential information preferred
- Proficiency in email, MS Office, Teams, internet navigation, and CRM applications
- Ability to work a flexible schedule, including weekends and holiday hours
- Ability to be onsite for training, moments that matter, meetings, and events as required by the business
- Ability to perform sedentary work continuously
- Ability to perform multiple tasks continuously
- Ability to operate standard office equipment continuously
- Ability to sit continuously and stand/walk occasionally
- Ability to lift/carry under 25 lbs. occasionally
- Ability to concentrate and focus for long periods continuously
- Ability to respond to time-sensitive information and interpret data continuously
- Ability to read, write, type, communicate, and comprehend instructions
- Ability to perform basic arithmetic calculations
Benefits
Comp & perks- Health and well-being benefits
- Savings and retirement programs
- Paid time off, including Vacation PTO, Flex PTO, and Holiday PTO
- Banking benefits and discounts
- Career development
- Reward and recognition
- Regular career, development, and performance conversations
- Online learning platform
- Mentoring programs
- Training and onboarding sessions
- Variable compensation/incentive awards, including eligibility for cash and/or equity incentive awards
- Flexible work schedule options
- Diverse and respectful workplace
- Equal opportunity employment