Ia Centralized Client Service Associate

1 week ago

Toronto, Ontario, Canada TD Bank Full time

TD Description
Stay current and competitive. Carve out a career for yourself. Grow with us.

Department Overview


TD Wealth Private Investment Advice (PIA) is a premier full-service brokerage and investment management business with an unwavering focus on becoming the leading, most respected Wealth Management Advisory business in Canada, fulfilling the comprehensive needs of mass affluent and high net worth clients with world-class advice and legendary client experiences.


The Field Representation and Service Transformation (FRST) team within PIA National Office is looking for highly motivated, results-driven individuals to join our team.

As a Centralized Client Service Associate (CCSA) you will provide best-in-class sales and service support to Investment Advisors and their clients through phone-based and digital platforms.

The CCSA is an extension of the PIA branches they support.

Through proactive support and operational excellence, the team continually adds value to Investment Advisors' practices by allowing them to focus on deepening client relationships and growing our business.


The IA Centralized Client Service Associate (CCSA) is responsible for delivering exceptional service to Investment Advisors and their clients, ensuring compliance to regulatory and business policies and requirements.

Reporting to the Centralized Manager, Client Service (CMCS), the CCSA contributes to the achievement of business goals through efficient, accurate and timely fulfillment of IA and client requests.

The CCSA is accountable for most aspects of client servicing including operational and administrative activities.

The ability to meet and exceed IA and client expectations through complete ownership of one's performance and results is key to success in this role.

The CCSA will strengthen relationships with the Investment Advisors they support by regularly communicating with and obtaining feedback. The CCSA will work towards meeting and exceeding targets set by Team FRST.

Using strong communication, active listening and curiosity, the CCSA will leverage their knowledge, experience, peers and partners to proactively identify issues and resolve with mínimal disruption to the IA's practice and client experience.


Job Requirements

TO THE SHAREHOLDER:

  • Act as a brand champion for Team FRST, PWM and TDBG, both internally and externally
  • Be knowledgeable of practices, policies and procedures, complying with TDBG & IIROC codes of conduct and securities laws and regulations
  • Supervise daytoday operations / activities, balance workloads, ensure compliance to internal / external requirements and the achievement of service level standards and productivity targets Maintain a culture of risk management and control, identifying risks and escalating matters when appropriate
  • Resolve escalated matters and refer complex issues / situations beyond own level of expertise
  • Ensure adherence to operating standards and processes perform quality checks and validation of work
  • Review and/or update procedures ensuring all functions and processes are well documented
  • Monitor service, productivity and assess efficiency levels within own function and implement continuous process / performance improvements where opportunities exists
  • Identify operational issues and recommend improvements, may provide support during implementation of new process changes
  • Ensure that employees are aware of the impact of their work on the activities of others outside of their function/unit

TO THE EMPLOYEE & TEAM:

  • Participate fully as a member of the team, providing support to peers by serving as a resource and providing timely communication of issues/ points of interest
  • Promote a positive work environment and culture of innovation, teamwork, diversity and performance
  • Support the team by continuously enhancing knowledge/expertise, participate in knowledge transfer and proactively identifying opportunities for improvement within the department, participating in department initiatives and projects
  • Keep others informed and uptodate about the status/progress of projects and/or all relevant or useful information related to daytoday activities. Sharing of information with CSAs across the country when appropriate (via PIA CSA Report)
  • Own and actively participate in personal development activities and initiatives
  • Proactively offer support and coverage for the larger FRST team
  • Contribute to a fair, positive and equitable environment that supports a diverse workforce

TO THE COMMUNITY:

  • Actively participate in Bank sponsored community activities
  • Promote a positive image of TD and Private Wealth Management as "One TD" within the community

Additional Information

  • IIROC licensing (IR) is/will be required
  • Fluency in English & French
  • Proven client service skills
  • Must be able to work well independently and as a part of a larger team
  • Possess strong judgment and problemsolving skills
  • Excellent oral, written, interpersona

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