RCS Client Service Specialist II

About the position

The Retail Card Services Client Services Specialist II at TD Bank is responsible for a variety of customer service and operational activities related to the Shoppers Charge Account (SCA) private label credit card. This position is remote and requires a commitment to providing exceptional customer service to merchants and dealers, typically of larger size and complexity. The role involves leading unit activities, assigning tasks, prioritizing work, and monitoring progress. The specialist will provide direction and answer questions as needed, offering technical guidance and assistance with the most complex aspects of the work. Additionally, the specialist will resolve escalated issues by conferring with staff, other internal departments, and outside contacts as necessary. The specialist will also be responsible for training and mentoring new and less experienced staff, participating in the development of unit operating policies and procedures, and providing ongoing day-to-day process-oriented services for merchants and dealers. This includes answering questions related to account reconciliation, settlement, exceptions, and other accounting-related inquiries. The specialist will access merchant accounts, understand customer issues, review account information, and respond according to established policies and procedures. They will research complex issues prior to resolution and communicate effectively with account management, customer service, and other internal and external personnel. In addition to these responsibilities, the specialist will maintain updated merchant account information, prepare regular summaries and reports of account activity, and develop productive business relationships with appropriate merchant and bank contacts. The role requires a strong knowledge of credit card customer service industry practices, credit card products and services, and applicable consumer credit and regulatory guidelines. The specialist will be expected to model quality service delivery at every interaction and contribute to the ongoing improvement of the partner/customer experience within the team.

Responsibilities
• Perform a variety of customer service activities for SCA private label credit card merchants and dealers.
,
• Lead activities of the unit, assigning, prioritizing, and monitoring work.
,
• Provide direction and answer questions as needed.
,
• Resolve escalated issues and problems by conferring with staff and other internal departments.
,
• Provide training and mentoring for new and less experienced staff.
,
• Participate in the development of unit operating policies and procedures.
,
• Provide ongoing day-to-day process-oriented services for merchants and dealers.
,
• Access merchant accounts on the system and understand customer issues.
,
• Research complex issues prior to resolution with merchants.
,
• Distribute program-related materials to merchants, including marketing and promotional supplies.
,
• Confirm merchant supply requirements and ensure accurate accounting for materials sent.
,
• Maintain updated merchant account information and required customer files.
,
• Prepare regular summaries and reports of account activity.
,
• Develop and maintain productive business relationships with appropriate merchant and bank contacts.

Requirements
• 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
,
• Strong knowledge of clerical accounting procedures, including journal entries and reconciliations
,
• Excellent customer service skills
,
• 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

Nice-to-haves
• Ability to think outside of the box and find solutions that may not be typical
,
• Proven ability to multi-task
,
• Demonstrated reliability regarding attendance
,
• Proficient in MS Office
,
• Experience as a Customer Service Rep or Credit Rep within CCUL (Credit Cards and Unsecured Lending) highly preferred

Benefits
• Health insurance
,
• Paid time off

Apply Job!