RCS Client Srvs Spec II Full Time

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
. Find TD Bank on Facebook at and on
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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 .

Department Overview
TD Bank’s Credit Cards and Unsecured Lending organization offers consumer
credit in three areas: TD-branded credit cards and personal loans; retail sales
financing programs through TD Retail Card Services; and co-branded and private
label card partnerships. Our credit cards are distributed through our East
Coast retail store network and nationally through hundreds of partnership
programs with retailers and other third-party organizations.

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.

Job Requirements
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

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

Qualifications
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

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 . 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.

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