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Contact Center Representative, Bilingual, Overnight

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Job Description:

  • Servicing the needs of TD Wealth, Mass Affluent or High Net Worth customer segments
  • Handling complex customer service issues, product expertise and technical support
  • Engaging in online customer chats, digital media alongside proactively identifying cross-selling opportunities
  • Identifying opportunities for products and/or services and providing tailored recommendations while providing exceptional Customer Experience
  • Developing and deepening new and existing relationships while focusing on first call resolution
  • Delivering a high touch customer experience for this customer segment ensuring TD can deepen the relationship

Requirements:

  • Bachelor's degree or equivalent work experience
  • 4+ years customer service, sales, or related experience in financial industry
  • Proven ability to interact with high valued customers
  • Proven Sales or Referral banking experience
  • Excellent Communication skills, both verbal and written
  • Proficiency in standard corporate productivity tools (MS Office suite of products, internet navigation, CRM applications)
  • Ability to deliver superior customer service that requires accuracy, attention to detail, collaboration, and multi-tasking in a fast paced and changing contact center work environment
  • Self-Starter with strong attention to detail, organizational skills, problem solving, ability to multi-task with strong time management skills
  • Must be able to adhere to schedule which may include evenings and weekends
  • Must be able to effectively support customers using designated primary language (Spanish and/or English) in assigned queue

Benefits:

  • Health insurance
  • 401(k) matching
  • Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
  • Banking benefits and discounts
  • Career development and training opportunities
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...