JOB DESCRIPTION:

TD Asset Management (TDAM), a member of TD Bank Financial Group, is a leading North American investment manager offering progressive investment solutions to both institutional and individual investors. For over two decades, the organization has established competitive market positions in active, quantitative, and passive portfolio management. As of June 30, 2024, TDAM and its affiliates manage over $434 billion in assets on behalf of pension, insurance, endowment/foundation, and corporate clients, as well as high-net worth clients and retail mutual funds.
In attaining this client commitment, TDAM has built one of Canada’s largest and most respected investment management and research teams with more than 220 Portfolio Managers, Associate Portfolio Managers, Traders and Analysts.
The Client Services Call Centre within TDAM Retail Distribution acts as a
contact liaison between external Advisors/Dealers and TD Wealth Operations
departments. The mandate of the team is to own, escalate and resolve
operational issues and inquiries from external Advisors/Dealers; the focus of
the team is to provide exceptional service to our clients. Management’s
behalf and acting as a subject matter expert.

Major Responsibilities

• Maintain a consistent and superior client experience.
• Respond to and service inbound calls and emails initiated by our clients to achieve mutually satisfactory solution while complying with policies, practices and procedures.
• Initiate outbound calls to advisors that require clarification when requests are not in good order.
• Investigate, research, and resolve account issues with thorough follow-up as the situation requires.
• Identify opportunities for the sales team through client referrals and Sentiment.
• Continuously promote methods to improve quality service delivery.
• Contribute to qualitative & quantitative measurements of success.
• Superior interpersonal and communication skills.
• Strong financial market knowledge.
• Consistent adherence to established audit and compliance guidelines.

ACCREDITATION/SKILLS:

• CSC/FIC Canadian Investment Funds Course. Preferred or to be completed within 6 months of start date
• Minimum 1-2 years client service and/or industry related experience preferred.
• Familiarity with MS Word, Excel and other Windows based PC applications.
• Post-secondary education required; University degree considered an Asset.

QUALIFICATIONS/COMPETENCIES

• Mutual Funds experience preferred.
• Exceptional oral and written communication skills
• Detail oriented.
• Comfortable in a multi-task environment, managing multiple competing priorities.
• Superior listening skills.
• Strong analytical and problem-solving skills.
• Demonstrates confidence in decision making ability.
• Ability to work both independently and within a team environment.
• Willing to participate in and contribute to coaching and team activities.

WHO WE ARE:

TD is one of the world’s leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

• Maintain a consistent and superior client experience.
• Respond to and service inbound calls and emails initiated by our clients to achieve mutually satisfactory solution while complying with policies, practices and procedures.
• Initiate outbound calls to advisors that require clarification when requests are not in good order.
• Investigate, research, and resolve account issues with thorough follow-up as the situation requires.
• Identify opportunities for the sales team through client referrals and Sentiment.
• Continuously promote methods to improve quality service delivery.
• Contribute to qualitative & quantitative measurements of success.
• Superior interpersonal and communication skills.
• Strong financial market knowledge.
• Consistent adherence to established audit and compliance guidelines