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TCF National Bank TCF is proud to be an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation. ID: 2020-2564 Location: US-MN-Plymouth Category: Banking Operations Position Type: Regular Full Time Overview TCF Bank is a premier Midwest bank offering consumer and commercial banking, trust and wealth management, and specialty leasing and lending products and services to consumers, small businesses and commercial clients. We are proud to be an equal employment opportunity employer. Our team members will join other professionals that share the philosophy of making a positive impact. We are committed to building better communities by improving the quality of life in the communities we serve. With TCF Bank, you will be part of a fast-paced, community-minded organization while enjoying excellent benefits and top career opportunities. TCF National Bank and its affiliated companies (collectively TCF) is an equal employment opportunity employer. TCF s policy is not to discriminate against any applicant or employee because of race, color, religion, sex, pregnancy (including childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, marital or familial status, genetic information, disability status, protected veteran or military status or any other characteristic protected by applicable law. TCF also prohibits harassment of applicants or employees based on any of these protected categories. TCF s policy is to take affirmative action to employ and to advance in employment all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or other characteristic as required by applicable law. TCF provides reasonable accommodations to applicants and employees with disabilities. If you need an accommodation or assistance in the application process, please contact TCF Human Capital Management at [1-833-HCM-8454 or [HCMSC@tcfbank.com]. Job Summary The Contact Center Customer Support Senior Consultant will be responsible for providing high-level customer service through daily activities, primarily through inbound and outbound calls and other related duties in accordance with policies and guidelines. In this role, the specialist is accountable to deliver on meeting established SLA and quality standards, analyzing and providing resolution of complex customer issues in a multi-channel environment, continuous improvement, self-growth and development. Provides high-level customer issue resolution and service recovery via phone, service requests, email, and other internal requests within established service level agreements. Handles difficult or complex calls such as digital banking, bill pay, internal research and other customer requests that require research. Researches and analyzes each situation thoroughly to ensure information to the customer is accurate, complete and timely. Resolves more difficult and non-routine problems, taking the necessary action to satisfy customers and internal departments. Has a thorough knowledge of TCF policy and procedure. Keeps currently informed of changes in policy, procedure and services in order to provide accurate information to customers. Promotes interest in TCF products and services. Provides an additional level of leadership in the contact center. Handles escalated calls, provides coaching feedback to front line team members related to invalid service requests and reports trends to leadership team. Performs other duties and projects as assigned. Minimum Qualifications Required: High School or equivalent 2+ years experience in a customer service or contact center environment Demonstrate ability to successfully handle complex calls/work requests using critical thinking. Demonstrate leadership skills providing support and work direction to others. Strong execution capability; exe
