Operations Specialist, Scotia iTRADE, Canadian Wealth Management

Scotiabank•Toronto, ON

2d•Onsite

About The Position

The Scotia iTRADE Operations Priority Support Group (OPSG) will be an area of subject matter expertise where iTRADE front line staff can make inquiries related to Account Onboarding, Cash Management, Tax Regulatory, Brokerage Transfers, Physical Deposits and other functions within Operations. Successful candidates will be experienced operations agents that have gained knowledge from past financial services roles and be viewed as subject matter experts of the operational areas mentioned above. Additionally, they will provide professional, consistent, timely and accurate customer service when handling phone and email inquiries from iTRADE client-facing agents who may require real-time assistance when dealing with client interactions. Inquiries may include simple “how to” questions, account approval, investigations, error corrections, expedited processing, escalations and potentially other operations related processes.

Requirements

2+ year in financial services Operations role.
Ability to obtain the CIRO regulatory requirements to approve accounts.
Strong organization, problem solving, and time management skills.
Expert communication skills especially when dealing with urgent or high stress inquiries.

Nice To Haves

College or University degree preferred.

Responsibilities

Professional, accurate and efficient handling of front-line agent inquiries
Possess expert knowledge of operational policies and procedures under the scope of this role.
Prioritize competing inquiries in an efficient manner, enabling front-line agents to maintain 1st call resolution with clients.
Display expert written and verbal communications with colleagues and leaders.
If unable to directly resolve an inquiry provide direction on alternate paths of resolution
Liaise with various support partners if required to ensure client issues are resolved in a timely manner.
Display empathy for front line agents handling high pressure client escalations and demonstrate a willingness to help resolve or de-escalate the incident.
Take ownership of inquiries and actively follow up to resolve issues
Ensure continuous learning of operational knowledge
Maintain in-depth knowledge of all regulatory and internal policies including, but not limited to AML, Privacy, Fraud, Compliance and Legal.
Demonstrate ongoing learning through self and cross training, continue to build knowledge for lesser-known operational functions.
Actively participate in developmental and team performance activities including team meetings and coaching sessions.
Identify operational efficiencies by reviewing trends and/or data acquired from front line inquiries to improve business processes or training opportunities.
Perform back-up day-to-day transactions in their expert operational function when needed to help with peak processing volumes or if there is a lag in front line inquiries.
Review SOP’s and Job Aids and provide edits as necessary.
Work on special projects assigned.