Client Service Representative

6 days ago

Old Toronto, Ontario, Canada TD Bank Full time

Job Summary:

We are seeking a highly skilled and detail-oriented Client Service Representative to join our team at TD Bank. As a Client Service Representative, you will be responsible for providing exceptional customer service to our clients, ensuring that their needs are met and exceeded.

Key Responsibilities:

  • Customer Service:
    • Provide consistent and accurate administrative support to clients
    • Prepare documentation and provide updates to clients in preparation for meetings
    • Create reports for analysis of client accounts
    • Accept/create leads & ensure correct referral coding on TD Leads
    • Submit marketing pieces for approval and compile client information packages; maintain marketing materials and mail outs via Marketing Express
    • Familiarity and adherence to compliance requirements as outlined in PIA's policies and procedures, including all aspects of new and existing account documentation and marketing materials
    • Provide a high level of Client service which includes responding to client requests based on knowledge of full service brokerage
    • Deliver a legendary (gold standard) client experience
    • Provide market quotes and track Dividends, RSPs, RIFs
  • Shareholder Value:
    • Prioritize and manage own workload to meet SLA requirements for service and productivity
    • Consistently exercise discretion in managing correspondence, information and all matters of confidentiality; escalate issues where appropriate
    • Protect the interests of the bank – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
    • Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
    • Adhere to internal policies/procedures and applicable regulatory guidelines
    • Conduct reporting and / or meaningful analysis at the functional or enterprise level using results to draw conclusions, make recommendations, assess the effectiveness of programs/ policies/ practices
    • Use insights into how the customer or sales team integrates with other teams to coordinate efforts and resources to achieve shared objectives
    • Monitor service, productivity and assess efficiency levels within own function
    • Implement continuous process / performance improvements where opportunities exists
  • Team Collaboration:
    • Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
    • Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
    • Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
    • Participate in personal performance management and development activities, including cross training within own team
    • Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
    • Contribute to the success of the team by willingly assisting others in the completion and performance of work activities;
    • Contribute to a fair, positive and equitable environment that supports a diverse workforce
    • Act as a brand champion for your business area/function and the bank, both internally and/or externally
  • Breadth & Depth:
    • First level service professional requiring detailed knowledge of own direct products / services and key competitors
    • Interacts with customers to provide guidance on a broad range of products / services and identify referral opportunities, based on bank guidelines
    • Basic understanding of the business developed through education, training and / or experience
    • Develops foundational understanding of competitors, target industries and customer segments
    • Uses established methods and scripts to understand customer needs
    • Performs activities for customer retention and acquisition under direct guidance
    • Reports to the Manager of Client Service
  • Experience & Education:
    • Undergraduate Degree or Community College Diploma preferred
    • Completion of the Canadian Securities Course and Conduct and Practices Handbook
    • Licensed with Investment Industry Regulatory Organization of Canada (IIROC) as an Investment Representative (IR) or Registered Representative (RR).

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