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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.
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
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
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.