Customer Service Rep Representative Lead - Retail Card Services

About TD Bank, America's Most Convenient Bank

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. To learn more, visit www.tdbank.com. Find TD Bank on Facebook at www.facebook.com/TDBank and on Twitter at www.twitter.com/TDBank_US .

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". To learn more, visit www.td.com .

North American Credit Cards and Merchant Services (NACC&MS;) organization was formed in Fall 2011 and brings together the credit cards and merchant services businesses in Canada and the US. TDs credit card products are distributed through the retail distribution network in the U.S. and Canada; on a national basis in Canada leveraging direct response channels; and, through hundreds of partnership programs with financial institutions, retailers, non-profit organization, sports teams, and other third party organizations. In addition, TD offers private label financing in the U.S. and Canada. With the acquisition of the MBNA portfolio in 2011, TDs credit card business is now ranked among the largest in Canada and among the top 10 in North America based on loans outstanding. TDs Merchant Services business provides merchants in Canada and the U.S. with a full range of payment processing services and solutions. TD provides merchant acquiring solutions to some of the largest retailers in Canada.

The Retail Card Services Customer Service Representative Lead 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.

Performs a variety of Customer services activities for typically most complex RCS Customers.
Provides direction, technical guidance, and answers questions as needed.
Researches more complex issues prior to resolution with Customers. Checks contract and specific account terms, communicates with account management, merchant services, account system vendor and other internal and external personnel to obtain information, researches applicable policies, consults with supervision if needed to evaluate situations, decides on correct responses and communicates answers to Customers.
Authorizes finance and other charge givebacks when appropriate and within limits of authority.
Participates in the development of unit operating policies and procedures by communicating new or unique situations and solutions developed.
May lead activities of unit, assigning, prioritizing and monitoring work.
Responds to telephone, written and other inquiries regarding account balances, interest rates, charges, statement requests and other issues.
Refers Customer disputes to research area.

High School Diploma or equivalent experience
5 Years of related experience
In-depth knowledge of private label credit card industry Customer service practices and procedures, including consumer credit and other related regulatory guidelines
Excellent Customer service skills, including ability to deal professionally with wide variety of Customer issues, problems and questions.
Positive, can-do persuasion and negotiation skills to deal with sometimes difficult Customer issues
Ability to work in a high-volume, deadline-driven environment
Account research skills, with ability to identify and evaluate relevant information quickly.
Knowledge of and ability to explain variety of credit card products as well as division policies and procedures
Communication skills, both verbal and written, including excellent phone skills and ability to document calls and account activity clearly
Supervisory skills required for lead position.
PC skills
Assigned typically most complex accounts
Must be available to work a variable schedule which may include nights and weekends

8:00 am - 5:00 pm / Monday - Friday

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 her/his potential.

If you have a disability that requires an accommodation to complete the application process, please e-mail TD Bank's HR Compliance Department at hrcompliance@td.com. Please include your full name, contact information and details about your request within the e-mail.

EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.