Client Relations Specialist
3 weeks ago
About the Role:
We are seeking a highly skilled Client Relations Specialist to join our team at The Toronto-Dominion Bank (Canada). As a key member of our Merchant Solutions team, you will be responsible for promoting business and customer loyalty by contacting merchants to retain and re-negotiate the price, contract, and profitability of franchise-able banking customers.
Key Responsibilities:
- Create legendary experiences at every interaction and look for ways to contribute to the ongoing improvement of the overall merchant customer experience.
- Ensure customer problems are handled appropriately, escalating issues when necessary.
- Quickly defuse customer escalations by building strong rapport with clients.
- Help drive our LEI/CEI program results and demonstrate our Comfort Promise.
- Possess strong financial acumen and have the ability to quickly analyze the customer's existing MS metrics and competitive offerings while not significantly compromising the pricing margins of the account.
- Present solutions that support the merchant's ongoing business needs.
- Take advantage of all opportunities to sell TD Merchant Services products and services by proactively acting on customer needs.
- Able to multitask in a fast-paced environment.
- Achieve planned adherence and average handle time goals to ensure service levels are achieved.
- Ensure administrative and call quality control is completed at an above-average level.
- Elevate through the proper channels and manage the completion of all related Pricing requests within established timeliness.
Requirements:
- Superb negotiation skills.
- Listening skills.
- Problem-solving oriented.
- Able to work under minimal supervision and under pressure.
- Excellent phone techniques and good aptitude to communicate effectively.
- Demonstrate tact, diplomacy, and patience towards customers.
- Excellent verbal and written communication skills.
- Good working knowledge of credit and pricing policies.
- Strong customer-centric approach.
- Knowledge of Merchant Services industry.
- Working knowledge of practices and procedures as related to Visa Canada.
About Us:
The Toronto-Dominion Bank (Canada) is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. We deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States, and around the world.
Total Rewards Package:
Our 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 a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.
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