IA Centralized Client Service Associate

TD Bank; Old Toronto; On-site; CAD 40,000 - 70,000; Full time

Job description

Assoc., Service à la client. centralisé, Conseils de placement

Work Location: Toronto, Ontario, Canada

Hours: 37.5

Line of Business: Gestion de patrimoine TD

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:

KEY ACCOUNTABILITIES

CUSTOMER

• Provide consistent and accurate administrative support to IA(s)
• Prepare documentation and provide updates to IA(s) in preparation for client 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 via phone and email based on knowledge of full service brokerage
• Deliver a legendary (gold standard) client experience
• Provide market quotes and track Dividends, RSPs, RIFs

SHAREHOLDER

• 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

EMPLOYEE / TEAM

• 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).