Job Description

Job Description

The Retail Card Services Customer Service Representative I performs a variety of Customer service activities for Retail Card Services (RCS) private label credit card individual Customers, including responding to telephone, written and other inquiries regarding account balances, interest rates, lost or stolen cards, charges, balance transfers, stop payments, statement requests, fraud and other issues. This job ensures that own work, as well as work of any Employees supervised, is in compliance with applicable laws, regulations and guidelines, as detailed in policies located on Company intranet; policies include but are not limited to Fair Lending, Know Your Customer, Bank Secrecy Act and other applicable anti-money-laundering policies.

Requirements

Performs a variety of Customer services activities for typically less complex RCS Customers
Refers more complex questions to more experienced personnel
Assists with research work as needed, particularly with information gathering
Responds to telephone, written and other inquiries regarding account balances, interest rates, charges, statement requests and other issues
Resolves problems immediately within authority, defers for additional research or forwards to supervision or dispute resolution as needed
Refers Customer disputes to research area
Processes Customer mail/E-mail, website, fax and other correspondence
Maintains updated Customer account information
Consults more experienced Customer service personnel with problems and questions
Develops knowledge of credit card Customer service industry practices, credit card products and services, division policies and procedures and applicable consumer credit and other regulatory guidelines

* Must be eligible for employment under regulatory standards applicable to the position.

Qualifications

High School Diploma or equivalent experience
1 Year of related experience
Customer service skills, including ability to deal professionally with Customer issues, problems and questions
Research skills, with ability to identify and evaluate relevant information
Communication skills, both verbal and written, including excellent phone skills and ability to document calls and account activity clearly
PC skills
Assigned typically less complex accounts.
Must be available to work a variable schedule which may include nights and weekends

Preferred: Bilingual in English and Spanish (read, write and speak fluently)

Hours

Start Time: 9am - 9:45am | End Time: 5:45pm - 7:30pm | Sat: 10am - 2pm

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.