Direct Investing Phone Specialist

Work Location: Canada

Hours: 37.5

Line of Business: Personal & Commercial Banking

Pay Details: We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

Job Description:

Department Overview

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).

Job Details

What You’ll Do

TD Direct Investing offers a wide variety of investment platforms, accounts, resources and choices for self-directed investors. 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 customers whenever they need it. You’ll consistently deliver exceptional customer experiences by providing the right solutions to meet their unique investing needs.

As a valued member of our Contact Center Team, you will:

1. Make people’s day: strive to deliver an outstanding customer service experience by offering friendly support through your knowledge of TD investing products, services and solutions.
2. Solve problems efficiently: resolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns.
3. Achieve your goals: consistently reach performance objectives, including customer experience survey results, sales goals, compliance regulations, and productivity targets.
4. Never stop learning: actively participate in ongoing training and coaching support to help you continue to grow and develop in your role.

Bring your whole self to work and have fun This is your chance to define every new day, embrace the adventure and make a meaningful contribution that helps to deliver results and accomplish great things for your career and the customers of TD Most importantly, you'll be our voice at TD. Every phone call you answer, every message you send is your chance to shine

Where You’ll Work

This role operates in a hybrid workplace model as there is a mix of collaborative and independent activities associated with this position. You are expected to work from a TD premise at least 2 days a week and you have flexibility to work from your secure, private home office on other days. The hiring manager will provide more information on how this works for their team.

Job Requirements

What You Need to Succeed

We’re proud to work with a group of diverse colleagues. If you have relevant experience that isn’t mentioned below, tell us about it in your resume or cover letter.

1. High school diploma and post-secondary preferred.
2. Exceptional listening skills and a curiosity to help customers meet their needs and resolve concerns. (Preference given to those with experience in financial or service industries.)
3. Ability to multitask and navigate through computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics.
4. Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets, etc.).
5. Flexibility, resiliency, and a positive attitude when responding to challenging situations.
6. Integrity when managing sensitive customer information in alignment with Regulatory and Compliance guidelines related to servicing and sales practices.
7. Expertise in a variety of sales and service-related activities to provide customers/partners with support on transactions, activities, and product features.

Training & Onboarding

The onboarding/training is a 13-week full-time program with a minimum of the first 60 days on TD premises located in (London) eventually transitioning to a hybrid model. Upon completion of training program, you are expected to work from a TD premise at least 2 days a week and you have the flexibility to work from your secure, private home office on other days.

This could include participating in completing the Canadian Securities Course (CSC) and Conduct and Practices Handbook Course (CPH) to help with your personal development. However, it is not a requirement of the DI Phone Specialist role.

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.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you

Language Requirement: N/A.