Job Specifications

Location

Charlotte, Greenville, Mount Laurel, Ramsey, New Jersey, North Carolina, Pennsylvania, South Carolina

Published

a month ago

Credit Cards & Unsecured Lending (CCUL) CSR I (US)


The Credit Cards and Unsecured Lending (CCUL) Customer Service Representative I performs a variety of Customer service activities for TD credit Customers (Consumers, Corporate and Commercial), including responding to telephone, written and other inquiries regarding account balances, interest rates, lost or stolen cards, charges, balance transfers, 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
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
Must be available to work a variable schedule which may include nights and weekends
  • Must be eligible for employment under regulatory standards applicable to the position.


  • Performs a variety of Customer services activities for CCUL credit 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 customer service industry practices, credit card products and services, division policies and procedures and applicable consumer credit and other regulatory guidelines