E-Care Investment Representative - Scotia iTrade

Scotiabank•Toronto, ON

12d•Onsite

About The Position

As a member of the Trading and Service Email Team, the Customer Service Representative (CSR) is the primary point of contact for Scotia iTRADE clients through our inbound Contact Centre primarily via the Email communication channel using any of Scotia iTRADE’s Email addresses. The CSR will provide prompt, accurate and professional service, while ensuring that email quality standards are met and that a high level of client focus is always demonstrated. Where appropriate, the incumbent will be required to take conversations offline and resolve them via telephone and/or e-mail promptly and effectively. The Email agent will act as an expert and is accountable for the delivery of full service and support including helping customers and potential customers to get their online application for products and services completed and is also responsible for introducing our clients to additional service offerings by spotting and initiating cross-sell and referral opportunities. The incumbent will proactively adhere to the business line strategy of promoting a client focused culture, directly contributing to the overall success and profitability of the business.

Requirements

Post-Secondary Education in Commerce, Business or Financial Planning
Previous discount brokerage experience
Broad investment product knowledge in Equities, Fixed Income & Mutual Fund Securities
Strong attention to detail and ability to recognize risk to the firm
Ability to set and achieve goals, and work independently
Strong communication / interpersonal skills
Ability to learn new tasks quickly and accurately
Ability to adapt to a changing environment and duties, dependent on current situations and directives from management
Excellent time management skills with the ability to prioritize workloads to ensure optimum telephone coverage and adherence to established service standards
Strong attention to exceptional client experience
In addition to French, the successful candidate must also have sufficient knowledge of English, as the work involves interacting and collaborating regularly with groups and individuals based in Toronto, as well as constantly interacting with other people, including clients, who speak English, locally and elsewhere.

Nice To Haves

Canadian Securities Course (CSC), Conduct and Practices Handbook (CPH) or Canadian Investment Regulatory Exam (CIRE)
Sales experience is an asset

Responsibilities

Responding independently to email and chat inquiries and taking action to fully address inquiries by presenting knowledgeable solutions & following through
Processing client requests (inquiries, transactions, case work) in a timely and efficient manner
Accurately and efficiently documenting and controlling all required follow-up or escalation
Strictly adhering to schedules, thereby ensuring prompt client service and response time
Participating actively in queue maintenance through efficient call response times and prioritization of workload
Satisfying client needs through the Client Experience Model
Acquiring and maintaining a detailed knowledge and understanding of policies, processes, product & services
Acquiring and maintaining a detailed knowledge of internal platforms (e.g. SOL, Trade Pro, Mobile)
Completing updates, corrections and adjustments to client accounts within authorized limits
Exercising discretion, within approved authority limits, in correcting problems promptly and indefensibly and when required, escalating to Manager
Acting as a liaison coordinating with various areas as required to full satisfy client issues in a timely fashion (e.g. Operations, Sales & Partnerships, Regulatory and Business Risk, Product, etc.)
Contributing to optimal centre efficiency by ensuring productivity goals are obtained
Minimizing risk and losses by knowing and adhering to policies, procedures and key controls
Recognizing and appropriately actioning quality opportunities
Building effective working relationships across the team and with various business lines and corporate functions
Facilitating a culture of open and honest communication by actively participating and contributing to touchbases, team meetings, encouraging the generation of new ideas and approaches and actively sharing knowledge and experience to enhance the development of all team members
Developing and executing a meaningful employee development plan
Participating in and supporting change initiatives for the team and the Centre