TD Bank Customer Response Anaylst in Mount Laurel, New Jersey

Auto req ID 199543BR

Job Title Customer Response Anaylst

Job Status Full Time

Country United States

Province/State New Jersey

City1 Mount Laurel

Location 6000 Atrium Way

Business line Other

Job Category - Primary Operations & Underwriting

Job Category(s) Operations & Underwriting

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. at http://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 at http://www.td.com/ .

Job Description

Works within broad and/or non-standard parameters, involving multiple steps, systems, and jurisdictions and where there

could be a lack of market standard/practice, referring to a more senior role when necessary

· Top level expert on products, end-to-end processes and systems for own specialized area

· Handles 1st level issues and provides work guidance and direction

· Accountable for resolving exceptions, non-standard issues / transactions and/or escalating to appropriate level where further

clarity or interpretation of more complex policies or rules is required

· Provides process / policy guidance to others – internal partners/clients

· Focus of work is Daily, weekly, monthly and/or longer with addition of ad-hoc and initiative based requests, as required

· May involve cross-functional teams across TDB and/or involving external contacts

· Manage customer communications (e.g. Important Messages, Help Content, Contact Us pages,)

· Process various transactions accurately, on time and in line with established guidelines/procedures while adhering to formal or

informal Service Level Agreement(s) (SLAs)

· Refer or escalate processing or operational issues where necessary to ensure a high level of service is maintained

· Provide optimal client and partner service, including guidance and advice, while adhering to customer service standards and

Customer Experience Model

· Identify opportunities to improve service delivery and support process improvement initiatives.

· Maintain working relationships with external and internal partners including responding to questions and/or concerns in an

effective and timely manner

· Adhere to standardized documentation procedures.

· Update and contribute to the preparation of procedural documents in support of day-to-day operations

· Access systems, know and apply system capabilities, ensure update of information is completed timely and accurately.

· Assist in analysis, development, testing and implementation of operating and process improvements

· Complete Bill Pay dispute processing within Reg E established timelines

· Complete Small Business Direct Customer Enrollment

· Complete Customer Wire/ACH setup

Job Requirements

· Bachelors Degree

· 1-3 plus years banking experience or Operations experience

· Experience in Customer support – Online, Store or Phone Channel

· Proficiency in Excel and Powerpoint

Hours M-F

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 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.

**Province/State (Primary) New Jersey

City (Primary) Mount Laurel