Dani Fava, director of Innovation/Product Strategy & Development for TD Ameritrade Institutional, leads the firm’s voice-first capabilities and other tech-related efforts. She joined the firm in 2012.

Top Advice

Communicate, preferably using your voice. Your clients want to hear from you. There’s only so much time in the day, and it won’t be possible to meet with everyone one on one — but you can let your clients know how and when they can expect to hear from you.

Even before the crisis, most advisors were using technology to engage with clients. A recent advisor poll found 69% were using video conferencing. COVID-19 has accelerated this trend.

Consider posting videos on a regular basis, letting your clients know your thoughts on current issues such as the CARES Act. Host live “Q&A” chats on a video conferencing or social media platform.

It won’t be the same as meeting in person, but by setting expectations and following through, you can drive the same — if not increased — level of client engagement.

Not all clients are tech savvy. If you have older clients, provide step-by-step instructions and help them try out the technology to make it as easy as possible for them.

To successfully have a virtual meeting, you may need to first get on the phone and walk them through how to access the appropriate link and get themselves up and running.

Biggest Challenges

The COVID-19 crisis has profoundly impacted my family, friends and neighbors. Several members of my family are sick and in various stages of dealing with the illness.

My son hasn’t been able to see his father in three weeks, and we spent much of the past week wondering if we’d ever see him again. Thanks to the bravery and perseverance of the front-line health care workers, he’s recovering.

I’ve been helping friends, family, and neighbors navigate the unemployment crisis. New York and New Jersey, where I live and work, are especially hard hit, struggling to process jobless claims and disburse funds.

Many in my immediate circles haven’t received any income in weeks. To say that this has been a stressful time would be an understatement.

To help me face this crisis, I’m leaning on my #Fintwit community.

A close circle of financial advisors and other professionals have helped me navigate everything from creating guardianship and power of attorney documents, to securing small business loans for friends and getting advice on parenting through this crisis.

I’m forever grateful for everyone who voted for me to receive this recognition, and I promise to stay strong and persevere as we help each other.