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Digital Specialist – Wealth Contact Centre

3 months ago

Ottawa, Canada TD Bank Full time
Digital Specialist – Wealth Contact Centre

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 Wealth's Digital Enablement team provides inbound support to TD Wealth business partners and wealth clients. Our digital specialists own, escalate, and resolve digital issues raised by business partners while delivering exceptional experiences.

It starts when you pick up the phone or log in online. With each conversation, you'll be playing one of the most important roles supporting our clients and partners' satisfaction with TD. Every day, you will:

  • Make people’s day: Create a positive business partner experience at every interaction.

  • Solve problems efficiently: Efficiently manage expectations/concerns through strong communication skills, both verbal and written. Ensure issues are proactively escalated when necessary.

  • Achieve your goals: Instill confidence in our business partners by demonstrating solid knowledge of the business and TD Wealth products & services, while meeting productivity goals.

  • 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 clients 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

  • High school diploma.

  • Exceptional listening skills and a curiosity to help clients and partners meet their needs and resolve complaints. (Preference given to those with experience in financial or service industries.)

  • 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.

  • Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets, etc.).

  • Flexibility, resiliency, and a positive attitude when responding to challenging situations.

  • Integrity when managing sensitive client information in alignment with Regulatory and Compliance guidelines related to servicing and sales practices.

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.

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.

Our Values
At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care.

Our Commitment to Diversity, Equity, and Inclusion
At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

Helping to Make an Impact in Communities – TD Ready Commitment
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

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