Wealth Client Support Supervisor - Marlton, NJ

Work Location: Marlton, New Jersey, United States of America • Full-time, 40 hours per week

Pay Details: $91,000 - $136,240 USD

About the role

The Wealth Client Support Supervisor serves two primary functions:

• Coordinates communication with multiple areas of the wealth management business (including distribution, supervision, product, operations, legal, compliance, technology) to design and implement process development and the procedural framework necessary to efficiently operate the business within regulatory requirements.
• Hires, leads, and manages teams that support the sales and service activities of high-net-worth, institutional, mass-affluent, and other division areas.

The Client Support Supervisor serves as a subject-matter expert for the primary services provided by the wealth management division: managed investment accounts on the TDPCW platform, brokerage investment accounts on the TDPCW platform, Trust and Investment accounts on the TDBNA platform (including TrustDesk), wealth depository services, and wealth lending services.

Responsibilities

• Implements process changes to adhere to newly identified control gaps or additional regulatory requirements.
• Drives overall process improvement, including reduction of NIGOs and improved delivery of service-level agreements.
• Supervises escalated situations/cases, including review and decisioning of identified items.
• Partners with the Principal Review Unit and distribution teams to assist with NIGOs and guideline interpretation.
• Works with supervision and compliance teams to identify potential risks, trends, and patterns.
• Collects concerns and feedback from the Distribution team.
• Assists technology partners in prioritizing business needs.
• Provides coaching sessions for consistent use of Relationship Manager (RM) and Investment Advisor (IA) tools.
• Clarifies roles for account opening and service requests using RM and IA toolkits for consistency.
• Leads efforts to improve efficient workflow, managing subject-matter experts for all items affecting sales and service support.
• Leads and manages a customer-centric team that ensures legendary service during every customer interaction to maximize retention and growth.
• Ensures all new clients receive a complete onboarding experience, including thorough client discovery, introduction to IA/TA as needed, and 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 and other 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, bringing in subject-matter experts earlier in the client relationship and ensuring existing clients receive a Private Client Planning Experience where it adds value.
• May lead a team serving as the primary point of contact for TD Wealth client relationships, managing all aspects of the client’s relationship with TD Bank and executing a differentiated service model for high-net-worth clients.
• May lead a team that deepens wallet share by anticipating client needs and suggesting appropriate banking, lending, and/or investment solutions while maximizing profitability and ensuring an exceptional client experience.
• Leverages and coordinates specialists (Taxes, Trust and Estate) to provide interdisciplinary expertise for complex clients and identifies referral opportunities within the portfolio and network.
• Ensures team execution complies with regulations, policies, and procedures, including TD Wealth AML/ATF Policies and Procedures.
• Ensures team adheres to all federal, state, SRO regulations, and Firm policies (e.g., OCC, SEC, FINRA) and attains all Continuing Education requirements.
• Ensures team implements TD’s Customer Identification Program (CIP) by collecting and verifying required customer identification information and performing Customer Due Diligence and Enhanced Due Diligence as outlined in Business Unit AML procedures.
• Ensures every client receives an Annual Client Review (ACR) meeting with an enhanced agenda focused on overall wealth needs, as well as a minimum of two annual proactive contacts.
• Ensures team transitions lower-threshold clients to appropriate Wealth Partners to maintain capacity for target-market clients.
• Contributes individually and as a team member to ensure strong performance, collaboration, and enthusiasm that sets TD Wealth apart from competitors.

Requirements

• Associate’s degree and/or bachelor’s degree.
• 7+ years of related experience (preferably in the financial industry).
• Series 24 or 9/10, 7, 63/65 or 66 licenses required.
• Demonstrated experience solving complex service issues.
• In-depth knowledge of investments, banking, and credit products.
• Supervisory experience is preferred but not required.
• Demonstrated organizational and time-management skills.
• Demonstrated ability to problem-solve and work independently.
• Experience in professional services and working with affluent clients is required.
• Proficiency in MS Word, Excel, PowerPoint, and contact management databases is essential.
• Ability to manage multiple responsibilities and timelines.
• Proven track record of delivering results and executing with excellence.
• Ability to multitask and manage competing priorities effectively.
• Excellent written and verbal communication skills.

Regulatory Requirements

This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, and the definition of Mortgage Loan Originator as defined under the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. 5102 et seq. and its implementing regulations, 12 CFR Part 1007. It is with a FINRA member, broker, or dealer and is subject to the requirements of FINRA and Securities Laws. May (or may not) be a registered position under FINRA.

• Must be eligible for employment with a covered financial institution under the standards established by Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36.
• Must be eligible for registration as a registered mortgage loan originator with the NMLS (Nationwide Mortgage Licensing System and Registry) in accordance with the SAFE Act.
• Must be eligible for employment under standards established by FINRA.
• Subject to the investigation and verification requirements of FINRA Rule 3110(e), including the Firm’s obligation to investigate good character, business reputation, qualifications, and experience before applying to register the applicant with FINRA and filing the applicant’s Form U4 with the CRD.
• Satisfactory results on a criminal background check, credit report check, civil litigation search, and regulatory agency or self-regulatory organization enforcement action search are required by federal law. Statements/certification from the job applicant regarding administrative, civil, or criminal findings by any government agency/authority or self-regulatory organization are also required.

Physical Requirements

• Domestic Travel: Occasional
• International Travel: Never
• Performing sedentary work: Continuous
• Performing multiple tasks: Continuous
• Operating standard office equipment: Continuous
• Responding quickly to sounds: Occasional
• Sitting: Continuous
• Standing: Occasional
• Walking: Occasional
• Moving safely in confined spaces: Occasional
• Lifting/Carrying (under 25 lbs.): Occasional
• Lifting/Carrying (over 25 lbs.): Never
• Squatting: Occasional
• Bending: Occasional
• Kneeling: Never
• Crawling: Never
• Climbing: Never
• Reaching overhead: Never
• Reaching forward: Occasional
• Pushing: Never
• Pulling: Never
• Twisting: Never
• Concentrating for long periods of time: Continuous
• Applying common sense to deal with problems involving standardized situations: Continuous
• Reading, writing, and comprehending instructions: Continuous
• Adding, subtracting, multiplying, and dividing: Continuous

Benefits

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes:

• Base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan).
• Health and well-being benefits.
• Savings and retirement programs.
• Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO).
• Banking benefits and discounts.
• Career development opportunities.
• Reward and recognition programs.