Service clientèle

Publié il y a 1 semaine
Job Title: Estates Solutions and Advice Officer
Job Status: Full Time
Division: Personal Banking Operations
Department: Estates
Report Location: Mississauga
Hours:
Mon- Fri 7:00am to 11:00pm, Sat 7:00am-7:00pm , Sun 10am-7pm (rotating shifts)
Department Overview
Personal Banking Operations (PBO) is transforming to deliver digitally-enabled customer solutions, servicing and advice. Five centres of excellence make up PBO: Banking Services; Credit Centre Operations; Business Innovation & Strategic Planning; Business Management, Solutions and Shared Services; and Colleague & Customer Experience, Change Management and Communications. Our teams are focused on four key priorities: providing a Renowned Colleague Experience and culture of
recognition to build talent and deliver the workplace of the future; being Customer Obsessed, moving
forward with direct-to-customer opportunities and obtaining direct customer feedback; Innovating & Simplifying for Speed by using data insights to develop our transformation roadmap, and Unlocking Value by delivering on the End-to-End Customer Journey. The chosen candidate will work collaboratively across our Personal Banking Operations businesses and various enterprise partners.
The Estates Centre of Excellence (ECoE) within Personal Banking Operations is a centralized department dedicated to providing guidance in the settlement of Estate files for business partners and customers while ensuring a comfortable customer and employee experience. We work in an exciting, fast paced environment; our commitment is to be knowledgeable Estates experts delivering compelling value for our customers and business partners. We live continuous improvement in the efficient and effective delivery of our operational excellence in service fulfillment.
Job Description
This position reports to the Team Manager, ECoE. This is a customer-facing role responsible for coordinating the settlement of Estates in conjunction with Estate Beneficiaries and/or Authorized Representatives, with a strong retention and sales component.
This role is the first point of contact in the Estate process for our customers and business partners. Strong knowledge of documentation, legislative and provincial rules and regulations will support the position’s emphasis on First Time Right
and Getting to Yes faster. Fostering positive customer and partner relationships will be key to success in this role.
The successful candidate must be able to deal with sensitive situations in an empathetic manner while driving results through needs analyses, including identifying opportunities to engage TD Product Advisors (e.g. Financial Planners, Investment Advisors, Financial Advisors/Representatives, Trust Officers etc.) for further retention and sales discussions. As this position is also responsible for coordinating Estate disbursements by partnering closely with ECoE and Wealth colleagues, strong relationship management skills are required.
Job Requirements
Superior customer service skills; advanced interpersonal and communication skills and high emotional quotient required. Ability to assess difficult customer situations and display empathy and compassion. Strong knowledge of Estates process to guide customers and business partners through the Estates journey; experienced in Estates complexities and emotional nuances. Sales experience an asset. Effective team player, with ability to interact and coordinate with multiple TD employees on behalf of customer Estates. Working product knowledge, with the ability to refer to Product Specialists as required. Ability to  communicate clearly and effectively over the phone. Strong organizational skills. Ability to contribute to a positive team environment and protect the reputation of TDBG by ensuring customers and business partners are provided with the support they require.
Additional Skills:
• Proven Customer Service abilities and strong telephone skills.
• Excellent verbal and written communication skills.
• Ability to engage clients and provide needs based solutions.
• Organizational intelligence
• Time Management
• Strong Multitasking ability
• Retail product knowledge
• Estate & Trust legal experience is an asset
• CETA 1 accreditation within 6 months to 1 year is an asset
• Bilingual in French and English is required
Inclusiveness
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and
customers feel valued, respected and supported. We are dedicated to building a workforce that reflects
the diversity of our customers and communities in whic
h we live and serve. If you require an
accommodation for the recruitment/interview process (including alternate formats of materials, or
accessible meeting rooms or other accommodation), please let us know and we will work with you to
meet your needs.

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