Contact Centre Rep IV - Money-In Services

TD•Markham, ON

3d•Onsite

About The Position

At TD Wealth Contact Center, our wealth specialists will work with you to help you achieve your financial goals through a comprehensive range of self-serve and phone support. Growing and making the most of your assets is at the heart of what we do. Alongside caring colleagues and supportive leaders, you’ll make a meaningful difference to our business, our customers, and our communities. We service over a million customers, supported by 1300+ wealth professionals across three distinct lines of business (Direct Investing, Money-In Advice, and Financial Planning Direct). Money-In Advice offers tailored guidance based on individual needs, investment goals, time horizons and risk tolerance, aiding customers in achieving their short to long-term objectives. As the voice of TD, you’ll be passionate about understanding our customers. Your role within the Contact Center is essential to TD's success, as our customers are at the center of everything we do. You'll support customers through inbound and outbound calls. Whether you’re assisting callers with account inquiries, or resolving an issue by recommending a TD product or service, you’ll help us offer trusted support to our clients whenever they need it. You’ll consistently deliver legendary customer service by providing each caller with the right solutions to meet their unique banking needs.

Requirements

High school diploma and one (1) or more years of relevant experience.
Successful completion of mandatory regulatory course IFIC or CSC required.
Exceptional listening skills and a curiosity to help customers meet their needs and resolve concerns.
Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets, etc.).

Nice To Haves

Post-secondary degree/diploma is preferred.

Responsibilities

Make people’s day: strive to deliver an outstanding customer service experience by offering friendly support through your knowledge of TD products, services and solutions.
Solve problems efficiently: resolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns.
Achieve your goals: consistently reach performance objectives, including customer experience survey results, advice and quality goals, compliance regulations, and productivity targets.
Never stop learning: actively participate in ongoing training and coaching support to help you continue to grow and develop in your role.
Review customer investment portfolios and provide comprehensive information on mutual funds, investment strategies and market trends.
Conduct a thorough financial needs assessment for customers to understand their goals and risk tolerance.
Execute buy and sell orders, ensuring accuracy and compliance with regulatory requirements and integrity.
Achieve sales targets through the recommendation of appropriate products and services to meet clients' ever-changing needs, while delivering exceptional customer experience.
Multitask and navigate through computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics.