Direct Channels and Distribution Strategy
Our Vision
The Direct Channels and Distribution Strategy team at TD works everyday toward the vision of creating an even more integrated, seamless, effortless and legendary customer and client experience for TD Bank, America’s Most Convenient Bank, TD Canada Trust, TD Wealth Management and TD Insurance, across all channels.
Our Business
Currently, our customers and clients have many ways or “channels” in which they can interact with TD including: branches through TD Canada Trust or stores through TD Bank, America’s Most Convenient Bank; through individual relationship representatives e.g. Investment Advisors, Financial Planners, Mobile Mortgage Specialists; and through the Direct Channels including contacting TD using the phone; online sites (including mobile banking); and at an ABM.
The Phone, Online, and ABM Channels are what we call the “Direct Channels” because customers can pay a bill, transfer money, buy stocks, withdraw cash, etc. directly without face-to-face contact with a TD employee.
Join Us
As part of the ever-growing and exciting Direct Channels team, you will help TD reach its goal of becoming a leader in the financial services industry in this space over the next few years.
Learn more about the Phone Channel
Make a transfer on Sunday afternoon, no problem. Check your account balance way past midnight, no sweat. Looking for credit or investment advice, we can help! Rain or shine, day or night, it’s our objective in the TD Canada Trust Phone Channel to exceed customer expectations on each and every call. With over 2000 employees, the TD Canada Trust Phone Channel services over 26 million customer contacts per year, processing over 128 million transactions.
TD Canada Trust has redefined telephone banking. By joining our team, you will discover just what makes us so different. And you’ll have the opportunity to learn, develop and explore career options across a number of contact centre business, strategic support and operational shared service functions.
EasyLine – Operating out of contact centres in London and Markham, Ontario, and Montreal, Quebec, EasyLine Specialists provide inbound telephone and email customer service and assistance for all banking product and procedural related questions. Additionally, EasyLine Specialists are provided training to identify and recommend additional products or services that will continue to deepen our customer relationships. Our 24/7 EasyLine service offers our customers a convenient choice for investment advice, credit solutions and day-to-day banking. Service in provided in English, French and Asian with additional languages offered through our Language Line solution.
Specialized Sales & Service Centres – Operating out of contact centres in Markham and London, Ontario, these sales teams provide inbound and outbound advice on credit, investment, and insurance products. Specialists in these centres are trained to conduct effective, customer need-based sales conversations and maintain a very solid knowledge of the products they support in order to provide tailored advice and recommendations to our customers.
Visa Customer Service – Operating out of contact centres in London, Markham and Montreal, these teams provide exceptional inbound customer service to our cardholder clientele through problem resolution and customer need-based solutions. Visa Customer Service provides onsite service in English, French, Mandarin and Cantonese and can service over 170 other languages through our Language Line solution.
Branch Information Centre – Operating out of a contact centre in London, Ontario, this group supports TD Canada Trust employees by providing a single point of reference for questions pertaining to product, policy and procedure as well as system navigation via telephone and e-mail communication channels.
TD Ameritrade – Operating out of a contact centre in London, Ontario with other sites in Omaha, Nebraska (USA) and Fort Worth, Texas (USA), this team provides inbound service to US brokerage customers. Specialists in this area focus on asset gathering, providing timely information on market activity, placing trades and providing overall exceptional customer service in the areas of relating banking services and technical support. Accreditation within the US brokerage industry is required and additional training and support provided to all employees.
TDCT Phone Channel Shared Services – Operating out of locations in Toronto, Markham and London, Ontario, these teams provide strategic and operational support to all of the TDCT Phone Channel contact centres. Designed to promote efficiency, increase sales capabilities and improve service, these teams collaborate and introduce best practices to ensure the contact centre businesses are able to exceed customer expectations on every call.
Learn more about the Online Channel
The Online Channel’s vision is to be a world-class financial destination.
Formed in November 2009, the integrated Online Channel supports TD’s customer-facing businesses of TD Canada Trust, TD Wealth Management, TD Insurance, and TD Bank, America’s Most Convenient Bank. Employees in the Online Channel are responsible for fulfilling the channel’s strategy, designing, building and supporting more flexible online platforms and mobile applications for TD.
While the business groups work together across the channel, each contributes to the TD customer and client online experience.
Online Channel Strategy and Planning – Working with partners in TD Canada Trust, TD Wealth Management, TD Insurance, and TD Bank, America’s Most Convenient Bank, this team develops the Online Channel strategy, and builds plans to drive results to our business units.
Product Delivery and Services – This team understands the competitive, online and mobile landscape, and provides online products and services, including mobile offerings, to TD’s customers and clients.
Business Services – Supporting the Online Channel’s new or enhanced products, services, functionality and content, this team operates and delivers change to our online and mobile retail properties.
The Online Channel is an evolving business with a growing mandate. Our aim is first to meet, then exceed, customer expectations. We work hard and we have fun doing it. Interested in joining us on our journey?
Learn more about the ABM Channel
They’re available seven days a week and 24-hours a day to help you whenever you want to get cash, make a deposit, transfer between your TD Canada Trust Accounts, etc.
TD Canada Trust’s ABM (Automated Teller Machine) Green Machine network is comprised of 2,600+ ABMs located across Canada that provide simple, fast and convenient service to customers! The ABM channel is the most frequently used customer channel in the bank – 80 per cent of our customers use our ABMs to complete 20 million transactions per month.
TD’s ABM Green Machine has always been the simple and convenient way to do everyday banking, and we recently introduced these exciting new features to make it better than ever.
The ABM Channel is responsible for delivering a legendary customer service at the ABM. By joining our team, you will discover just what makes us so different. And you’ll have the opportunity to learn, develop and explore career opportunities across a number of businesses.
As TD continues to grow and expand across North America and abroad, the ABM Channel is an evolving business. Interested in becoming a member of the team?
A day in the life...
Not sure about what your future holds? Follow along our employee timelines and see how their days unfold.
EASYLINE SPECIALIST ,
Phone Channel. LEARN MORE
| SENIOR BUSINESS MANAGER,
Online Channel. LEARN MORE
|
BUSINESS DEVELOPMENT MANAGER,
ATM Channel LEARN MORE
| EXPERIENCE DESIGN MANAGER,
ONLINE CHANNEL. LEARN MORE
|
Vice President,
Online Channel. LEARN MORE
| Senior Manager Phone Channel,
Online Channel. LEARN MORE
|
Manager,
Online Sales and Onboarding. LEARN MORE
| |
A passion for opportunity
