Job description

About PROCESS - TD BANK:

TD Bank, N.A. is an American national bank and the United States subsidiary of the multinational TD Bank
Group. It operates primarily across the East Coast, in fifteen U.S. states and Washington, D.C. TD Bank is the seventh-largest U.S. bank by deposits and the 11th largest bank in the United States by total assets, resulting from a series of mergers and acquisitions.TD Bank, is headquartered in Cherry Hill, New Jersey.

Job Description –

JOB INFORMATION

• Job Title: Customer Service Associate- SR

JOB SUMMARY

As an Inbound Call Center Representative, the specialist would handle requests from clients via telephone and/or emails in a courteous manner.

The specialists are responsible to Document all pertinent end user identification information,including name, department, contact information and nature of problem or issue.

The specialist will Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions, assisting clients with navigating around product menus and facilitating better understanding of product features.

They will Troubleshoot all client queries in a user-friendly, courteous and professional manner and maintain logs and records of all customer queries as per the standard procedures and guidelines.

They will Accurately process and record all incoming call and email using the designated tracking software and Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business.

Follow up and make scheduled callbacks to customers to record feedback and ensure compliance to contract /SLAs

This will involve providing high-quality customer service, answering inbound calls to properly handle account requests, as well as the ability to process applications with 100% accuracy and support chat functions.

We are looking for individuals who combine excellent customer service and problem-solving skills with the ability to function effectively both as part of a team and on an individual basis.

Specialists should also have the time-management and organizational skills necessary to effectively manage multiple expectations in a fast-paced environment.

It is to display exceptional verbal and written communication, interpersonal and active-listening skills and attention to details.

ESSENTIAL JOB FUNCTIONS/DUTIES

• Handle In-bound Calls from Banking customers & Provides resolution to queries
• Provides high quality service to achieve maximum satisfaction by resolving the query at first contact where possible
• Investigate issues using defined procedures to provide appropriate resolution
• Delivers what is promised in line with the caller’s expectations
• Responsible for achieving individual key performance indicators while maintaining appropriate operational risk control and compliance in all activities
• Perform additional duties as needed
• Comprehension skills & Logical reasoning capability
• Communicate with customers using effective questioning and listening skills to enable you to fully understand their individual financial circumstances and needs
• Be confident, outgoing, and resilient and be able to quickly establish rapport with our customers and build lasting relationships

Qualification

• 1 - 3 years of experience in a customer service-related field required
• Intermediate typing skills, including 10-key operation by touch
• Banking and Finance sector Experience preferred

EDUCATION REQUIREMENTS:

• High school diploma or GED

JOB REQUIREMENTS:

Excellent communication skills (voice, email, chat).

Ability to respond to Banking query types and work on multiple systems

Comprehension skills & Logical

Exposure to Banking Contact Center Ops

Neutral Voice and Accent and call management

Process Knowledge

Emphasis on customer service and high-quality support.

Ability to analyze problems and devise solutions.

Competency in Microsoft Excel Microsoft Word and Outlook

Ability to work independently, responsively and hold self- Accountability

Professional and Trustworthy

Excellent computer literacy

Intermediate typing skills, including 10-key operation by touch (Recommended)

Schedule flexibility required

WIPRO Employee Benefits:

● Permanent Full-Time Position

● Paid Training

● Paid Holidays

● Paid Time Off

● Benefits (health, dental, vision) start day 1

● 401K with company contributions

● Tuition Reimbursement

● An engagement team that will support your career growth

● Self-paced trainings and certifications accepted industry wide

Job Type: Full-time

Salary: $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Atlanta, GA 30341: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Call center: 2 years (Required)
• Banking: 1 year (Preferred)

Language:

• Spanish (Preferred)

Work Location: One location

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