Wealth Client Support Supervisor-Marlton, NJ

Work Location:

Marlton, New Jersey, United States of America

Hours:

40

Pay Details:

$86,840 - $130,000 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. 

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

TD Wealth

Job Description:

The Client Support Supervisor serves two primary functions, they coordinate communication with multiple areas of the wealth management business (including, but not limited to, distribution, supervision, product, operations, legal, compliance, technology) in designing and implementing process development and the procedural framework necessary to efficiently operate the business within regulatory requirements.  Additionally, they hire, lead, and manage teams that support the sales and service activities of high net worth, institutional, mass affluent, and other division areas.

Depth and Scope:

• Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
• Serve as subject matter experts for the primary services provided by the wealth management division:  managed investment accounts on TDPCW platform, brokerage investment accounts on the TDPCW platform, Trust and Investment accounts on the TDBNA platform including Trustdesk, wealth depository services, wealth lending services
• Responsible for implementing process changes to adhere to newly identified control gaps or introduction of additional regulatory requirements
• Responsible for overall process improvement including the reduction of NIGOs and/or improved delivery of service level agreements
• Supervision of escalated situations/cases, including the review/decisioning of identified items
• Partners with the Principal Review Unit and distribution to assist with NIGOs and guideline interpretation
• Works with the overall supervision and compliance teams to identify potential risks, trends, and patterns
• Collects concerns and feedback from Distribution team
• Assists the technology partners in prioritizing needs of business
• Provides coaching sessions for consistent use of RM and IA tools
• Provides role clarity for account opening and service requests using RM and IA toolkits for consistency
• Leads efforts improving efficient workflow, managing SMEs for all items effecting sales and service support
• Leads and manages a team that demonstrates a commitment to being customer-centric by ensuring a legendary service is provided during every customer interaction to maximize retention and growth
• Leads and manages a team that ensures all NEW clients receive the complete onboarding experience, which includes a thorough client discovery leading to a truly exceptional Client Experience, an introduction to the IA and TA as per client need, and the Completion of all requisite client profiling documents
• Recognizes gaps and trends to identify opportunities for process improvement
• Summarizes and highlights important information, incorporating changes and feedback as needed
• Audits staff on a regular basis
• Trains new staff members and other related departments in client service, policies, practices, and procedures including account opening, maintenance, and general service
• Resolves client service-related problems, including operational or compliance issues
• Handles customer complaints and other issues requiring escalation
• May lead a team that works with less complex clients; may bring in subject matter experts earlier in the client relationship; ensures those existing clients, where it would add value, are provided with a Private Client Planning Experience
• May lead a team who serves as the primary point of contact for TD Wealth client relationships; manages all aspects of the client's relationships with TD Bank; executes a differentiated service model/experience for HNW clients
• May lead a team who deepens wallet share by anticipating client needs and suggesting the most appropriate banking, lending and/or investment solutions; maximizes profitability, while ensuring