Work Location :Ramsey, New Jersey, United States of AmericaHours:40Line of Business:Product ManagementPay Detail:$22.50 - $32.50 USDTD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.Job Description:The Retail Card Services Client Services Specialist II performs a variety of customer service and operational activities related to the Shoppers Charge Account (SCA) private label credit card.Schedule:Depth & Scope
Performs variety of customer service activities for SCA private label credit card merchants and dealers typically of larger size and complexity
May lead activities of unit, assigning, prioritizing and monitoring work
Provides direction and answers questions as needed
Provides technical guidance and assists with most complex aspects of work as necessary
Resolves escalated issues and problems by conferring with staff, other internal departments, outside contacts and others as necessary
Provides training and mentoring for new and less experienced staff
Participates in the development of unit operating policies and procedures by communicating new or unique situations and solutions developed
Provides ongoing day-to-day process-oriented services for merchants and dealers, such as answering account reconciliation, settlement, exceptions, unacceptable sales/returns, minus investigation and other accounting-related questions and explaining processes and procedures; Answers questions immediately within authority, defers for additional research or forwards to supervision as needed
Accesses merchant accounts on system, understands customer issues, reviews and evaluates account information and responds according to established policies and procedures
Researches more complex issues prior to resolution with merchants
Checks contract and specific account terms, communicates with account management, customer service, 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
Distributes program related materials to merchants including marketing and promotional supplies, application forms, Truth In Lending disclosures and other related materials
Confirms merchant supply requirements and ensures accurate accounting for materials sent
Coordinates with account management, sales, customer service and other internal areas to determine additional related merchant needs
Maintains updated merchant account information on system as well as required customer files and documentation, including customer correspondence, receipts and other information
Enters and/or records relevant information from merchant calls, correspondence and any other actions affecting customer accounts
Prepares regular summaries and reports of account activity
Alerts supervision and account system vendor as appropriate of any system problems or issues
Develops and maintains productive business relationships with appropriate merchant and bank contacts as well as other internal departments, including finance, account management, sales, customer service and others, to facilitate information exchange and efficient customer service
Maintains and applies 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
Experience:
High School Diploma or GED
2-3 Years of related experience
Strong knowledge of private label credit card industry merchant customer service practices and procedures, including consumer credit and other related regulatory guidelines
Strong knowledge of clerical accounting procedures, including journal entries and reconciliations
Excellent customer service skills, including ability to deal professionally with merchant issues, problems and questions
Attention to detail, accuracy and good organizational skills
Ability to coordinate a varied workload, meeting deadlines as required
Track record of solving accounting issues and problems
Knowledge of and ability to explain credit card products as well as division policies and procedures
Excellent communication skills, both verbal and written
PC skills, including knowledge of accounting systems
Preferred Qualifications:
Excellent Customer Service skills
Critical thinking skills, problem-solving skills
Proficient in MS Office (including Outlook and Excel
Excellent attention to detail and organizational skills
Customer Accountabilities:
Understands and supports the Bank's Customer Service Strategy
Considers the impact of decisions on the well-being of TD, its Customers and stakeholders
Provides the highest level of Customer service when dealing with internal partners, vendors or our Customers - WOW at every opportunity
Models quality service delivery at every interaction
Leads and contributes to the ongoing improvement of the partner/Customer experience within the team
Employee/Team Accountabilities:
Be engaged in advancing and sustaining a unique, inclusive culture that reflects TD''s diversity agenda, and creates an extraordinary employee experience
Participates fully as a member of the team and contribute to a positive work environment
Ensures ongoing communication with the team on the status / progress of projects and issues / points of interest
Actively shares information and knowledge and proactively learn from the expertise of others
Who We AreTD Securities offers a wide range of capital markets products and services to corporate, government, and institutional clients who choose us for our innovation, execution, and experience. With more than 6,500 professionals operating out of 40 cities across the globe, we help clients meet their needs today and prepare for tomorrow. Our services include underwriting and distributing new issues, providing trusted advice and industry-leading insight, extending access to global markets, and delivering integrated transaction banking solutions. In 2023, we acquired Cowen Inc., offering our clients access to a premier U.S. equities business and highly-diverse equity research franchise, while growing our strong, diversified investment bank. We are growth-oriented, people-focused, and community-minded. As a team, we work to deliver value for our clients every day.Our Total Rewards PackageOur Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more (http://hrportal.ehr.com/tdtotalrewards)Additional Information:We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.Colleague DevelopmentIf you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.Training & OnboardingWe will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.Interview ProcessWe’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.AccommodationIf you are an applicant with a disability and need accommodations 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.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.
