TD Insurance Advisor

TD Insurance Advisor

Requirements

• Undergraduate degree and/or
• 2+ years relevant experience
• Minimum education requirements (Quebec ONLY): High school diploma or equivalent and AMF decision recognizing at least three years of full-time work experience.
• Exceptional listening skills and willingness to help customers meet their needs and resolve their concerns through value-based conversations and advice.
• Ability to multitask and navigate computer systems, applications, or between multiple screens quickly and accurately while adjusting performance to meet a variety of metrics.
• Digital proficiency across a wide range of devices (e.g., smartphones, tablets, laptops, and headsets).
• Ability to demonstrate flexibility, resilience, and positivity in managing challenges.
• Ability to work both independently and as part of a team.
• Ability to handle sensitive customer information with integrity and in compliance with regulatory and compliance guidelines in the service and sales practices.
• Ability to communicate effectively with customers and colleagues, both verbally and in writing.

Responsibilities

• Provide sound advice with every customer interaction, contributing to an exceptional customer experience.
• Provide courteous, efficient, and professional customer service to ensure inquiries, advice and/or issues are managed promptly and effectively under all conditions.
• Engage customers/partners in conversation to understand and by asking deeply curious and thoughtful questions to meet their current and future products/advice and/or service needs by proactively providing them with information/advice/guidance.
• Offer advanced knowledge and/or advice/guidance as it relates to their respective business area.
• Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary.
• Expected to meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of Customer/partner life cycle needs.
• Identify cross-sell opportunities and/or refer customers/partners to internal Bank partners.
• Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining customers/advice opportunities and referrals, to increase profitability and enable business growth.
• Promote and offer full suite of products, advice, services and banking capabilities.
• Contribute to business objectives for Operational Excellence.
• Support the timely and accurate completion of business processes and procedures.
• Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions/activities as necessary.
• Ensure documentation that is prepared/completed is accurate and properly reflects client/business intentions and is consistent with relevant rules/regulations.
• Identify, suggest and actively participate in process improvement opportunities.
• Ensure necessary due diligence to support the accuracy of all customer transactions/activities.
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts.
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite.
• Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct.
• 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; provide training, coaching and/or guidance as appropriate.
• 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.

Preferred Qualifications

• Preference given to individuals with experience in financial services or customer service.
• General insurance (e.g., license other than life insurance in Ontario) or a license in your province of residence is an asset.