Wealth Ops. Officer III-Bilingual (French & English)
Toronto, ON, CA
4d ago
source : BCJobs.com

Company Overview

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Department Overview

  • The Wealth Information Centre is a contact centre who liaisons between business partners and operational departments. The mandate is to own, escalate and resolve issues;
  • the focus of this team is to provide exceptional service to business partners.

    Note : Multiple positions available.

    Job Description

    This role requires a strong individual who will focus on providing clients with quality service while developing strong relationships with Operations departments and client-facing partners.

    Performance will be accountable within the three strategic themes :

    To the Client :

  • Create a positive business partner / client experience at every interaction
  • Contribute to the ongoing improvement of the WIC as a whole and the client experience
  • Respond to inquiries promptly and accurately; proactively provide options and solutions including timely follow-up
  • Ensure issues are handled appropriately, proactively escalating when necessary
  • Efficiently manage expectations / concerns through strong communication skills, both verbal and written
  • Build trust by demonstrating reliability, accuracy and accountability
  • Provide documents / information that effectively support the needs of the business partner, educating as appropriate
  • Demonstrate solid knowledge of the business and TD Wealth products & services
  • Instill confidence in our partners by offering to guide them to applicable tools and reference material on the intranet
  • To The Shareholder :

  • Be knowledgeable of, and comply with, TDBG codes of conduct and securities laws and regulations
  • Review Partner request to ensure first call resolution
  • Understand and apply TDBG / WIC operating policies and procedures (e.g. AML, authentication, privacy protection, etc.)
  • Prioritize and manage own workflow to ensure quality and efficiency (i.e. meet deadlines; be flexible in adjusting to changing work priorities)
  • Be a self-sufficient resource to research information
  • Contribute to WIC objectives for Operational Excellence
  • Effectively reduce risk by asking probing questions and ensuring information provided is complete and accurate
  • Control the call to make efficient use of phone times
  • Ensure efficient use of resources in adhering to TDBG "green" initiatives
  • Adhere to the Clean Desk Standard and Audit controls
  • Requirements

    To the Team and Managerial Assessment :

  • Consistently foster a positive and inclusive work environment
  • Actively participate in the performance management process
  • Actively participate in meetings and coaching sessions
  • Create & maintain a Personal Development Plan to meet personal & professional development objectives
  • Keep immediate team members informed and up-to-date about the status / progress of day-to-day activities and relevant projects
  • Complete required training courses and continuing education requirements on time
  • Positively represent the TD Brand within the community
  • Other Qualifications / Skills / Experience :

  • Must be able to communicate effectively in both English and French (verbally and written)
  • Must have exceptional customer service skills with a strong focus on the client experience
  • Possess strong interpersonal and excellent communication skills (both written & verbal)
  • Organized and able to perform analysis and problem solving in a fast paced environment
  • Ability to work under pressure and adapt to change
  • Proficient computer skills
  • Must be a team player
  • Wealth experience an asset, CSC and / or industry knowledge is an asset
  • 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 and serve.

    If you require an accommodation for the recruitment / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

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