Credit Cards & Unsecured Lending (CCUL) Cust Serv Team Mgr (US)

TD Description

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.

Job Description

The Credit Cards & Unsecured Lending (CCUL) Customer Service Team Manager is responsible for managing the activities of the Customer Service team by ensuring all activities are conducted efficiently, timely and according to established policies, procedures and regulations in the call center, back office operations, fraud, and account research (dispute adjudication) units. Team Managers are subject matter experts and mentors in the CCUL business, process & policy, host system function & utilization, and human resource practices.

Job Requirements

  • Must be eligible for employment under regulatory standards applicable to the position.

  • • Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
    • Supervises staff, providing direction, setting goals, performance standards and metrics, evaluating results and ensuring that overall department goals are attained
    • Manages Customer service staff directly
    • Assists staff with complex issues and complex inquiries
    • Contributes to development of unit policies and procedures in coordination with department management; ensures adherence to policies, procedures, standards and guidelines
    • Coordinates unit compliance with overall department guidelines as well as regulatory agencies
    • Supervises completion of ongoing, day-to-day customer service work, including telephone, written and other inquiries regarding account balances, interest rates, lost or stolen cards, charges, balance transfers, stop payments, statement requests, disputes, fraud and other issues, ensuring that work is completed timely and accurately (make recommendations, implement improvements, ensure adherence)
    • Audits work staff on a regular basis to ensure that day-to-day policies and procedures are followed and productivity levels are maintained
    • Coordinates with internal and external auditors, providing information and incorporating recommended changes as needed (finding errors, conformance transaction monitoring)
    • Assists staff, other internal departments and outside personnel with questions, resolves escalated issues and problems by conferring with staff, department management, other internal departments, merchants and other outside contacts and customers as necessary
    • Performs staff customer service, research and other activities personally as workload requires, takes customer phone calls, checks account status, gives and obtains customer information, researches questions, resolves disputes and other issues according to established procedures. (SME) make decisions "real time"
    • Ensures ongoing unit communications with sales, credit, merchant services and management as well as other Company departments to exchange account and other information
    • Provides management with regular updates on department performance; makes recommendations to management of how to accommodate special circumstances
    • Contributes to the management of department data processing systems
    • Monitors performance of systems and communicates feedback to department management and directly to vendors as
    • Integrates new systems and upgrades into unit operations as needed (troubleshoot errors with vendor regarding error statements, etc., technical vendor software applications)
    • Assists with projects related to newly acquired portfolios and other acquisitions, internal/external audits and other Assignments (develops protocol for new merchant onboarding team how it affects operations)
    • Maintains knowledge of current developments in the credit card industry, including regulatory updates, and shares information with staff as appropriate (SME)

    Qualifications

    • Bachelor's degree or progressive work experience required in addition to experience below
    • 5+ Years of related experience
    • Thorough understanding of credit card industry customer service and account research practices and procedures, including regulatory guidelines impacting day-to-day work
    • Supervisory skills, with ability to effectively coordinate the work of others
    • Organized, with the ability to supervise work in a busy call-center environment (in the office and remote)
    • Understanding of technology applications related to credit card customer service telephone and account systems
    • Excellent communication skills, both verbal and written
    • Strong PC skills
    • Availability to work a variable schedule which may include nights and weekends

    Inclusiveness

    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 their potential.

    If you are a candidate with a disability and need an accommodation 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.

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