Partnership Service Associate, Scotia iTRADE - Toronto, ON

Scotiabank•Toronto, ON

3d•Onsite

About The Position

As a member of the Sales & Partnerships Team, the Partnership Service Associate is the primary point of contact for Scotiabank partners requiring assistance on behalf of Scotia iTRADE clients. The Partnership Service Associate provides prompt, accurate and professional service to both branch partners and clients, while ensuring that call quality standards are met, and a high level of client focus is always demonstrated. Furthermore, they’re responsible for supporting client acquisition through inbound sales channel, leads via telephone or email for new accounts and account funding contributing to driving business growth. They are an expert in onboarding clients and in providing a high standard of professional and personalized client experience consistent with our Scotia iTRADE business priorities. The associate is also responsible for introducing our partners and clients to additional service offerings by identifying and initiating cross-sell and referral opportunities. The incumbent proactively adheres to the business line strategy of promoting a client focused culture, directly contributing to the overall success and profitability of the business.

Requirements

1 - 2 years industry experience
Fluency in English and French
Ability to identify cross-sell and referral opportunities
Ability to work in a high-paced environment.
A broad understanding of the investment industry
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
Knowledge of back-office functionalities
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
Expert knowledge of procedures related to securities settlement
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

Nice To Haves

Previous online brokerage experience is an asset
Other language skills considered an asset: Cantonese, Mandarin
Post-Secondary Education in Commerce, Business or Financial Planning is an asset

Responsibilities

Resolving partner and client inquiries efficiently and effectively, maintaining, and surpassing Scotia iTRADE service standards.
Responding independently to telephone inquiries and taking action to fully address inquiries by presenting knowledgeable solutions & following through.
Processing partner and client requests (inquiries, transactions, case work, account openings, asset transfers) in a timely and efficient manner.
Accurately and efficiently documenting and controlling all required follow-ups or escalations.
Strictly adhering to schedules, thereby ensuring prompt client service and response time.
Participating actively in Partnership Services & Sales queue maintenance through efficient call response times, after work call and prioritization of workload.
Acquiring and maintaining a detailed knowledge of internal platforms, and an understanding of policies, processes, product & services.
Onboarding iTRADE clients by adopting a consultative approach and having a targeted conversation about the products, services and associated offers that are relevant to the client.
Transitioning new and existing clients to an appropriate service channel for ongoing relationship management upon completion of initial onboarding activities.
Taking full responsibility for all client inquiries, concerns and complaints directed to them by resolving those matters within their discretion to the client’s satisfaction as set out in the Bank’s Complaint Resolution Standards and Procedures.
Achieving Key Performance Indicator (KPI) targets, uncovering client needs and providing solutions via telephone or email to selected assigned clients.
Implementing the Customer Experience Model and adhering to the Global Sales Principles during client interactions.
Developing effective questioning skills conducive to gathering client information accurately and comprehensively to enable long term Scotia iTRADE client relationships.
Ensuring proper queue management is maintained so client transactions can be processed in a timely manner.
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.
Understanding how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Actively pursuing effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions, and conduct risk.
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 ITBs (Individual touch bases), 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 while learning and embracing new procedures, technologies, and processes.