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Scotia Itrade Investment Representative, Bilingual
3 months ago
As a cornerstone business within Scotia Wealth Management, ScotiaMcLeod has earned a reputation for integrity based on service excellence and trusted investment advice.
When you join ScotiaMcLeod, you'll be empowered to deliver Enriched Thinking, a unique approach that incorporates your client's thinking, as well as our thinking, to drive results.
You'll work with a team of specialists to deliver a client-centric approach to wealth management, enabling you to consider all the facets of your client's life, family and business.
With a focus on total wealth planning, and wealth specialists to help you deliver on this unique value proposition, you'll be enabling clients to see not just the big picture, but all the little ones too.
As an Investment Representative (IR) you are the primary point of contact for Scotia iTRADE clients through our inbound Contact Centre.
You will provide prompt, accurate and professional service, while ensuring call quality standards and an exceptional level of customer service are maintained.
You will respond to client inquiries, troubleshoot basic technical problems and research and resolve client problems. You will also introduce clients to additional service offerings by identifying and initiating cross-sell and referral opportunities.Is this role right for you? In this role you will:
Actively promote and provide industry leading client service to every client, every time.
- Maintaining expert understanding of the Mainstreet & Gold client segments, trading platforms, order routing to serve clients effectively and efficiently.
- Ensuring that every client experience is consistent with Scotia iTRADE's service standards.
- Actively engage in client inquiries, problemsolving and providing valueadded client service to achieve First Call Resolution.
- Liaising and collaborating with Manager to execute effective client solutions.
- Communicating clearly, concisely, and providing accurate information to clients.
- Ensuring the timely and prompt submission of client instructions and client followup.
- Liaising with supervisors, settlements, credit and executing brokers to ensure proper handling of client orders.
- Providing clients with added value solutions and spotting opportunities to strengthen client relationships by growing their business with Scotia iTRADE and/or our Partners
- Providing flexibility to back up other Queues, including Client Care Queue, iClub Qs, etc.
- Ensuring that service objective levels are met and exceeded.
- Ensuring that client complaints are appropriately resolved, communicated to clients, documented and archived.
- Ensuring the timely escalation of issues/obstacles/trends to Manager and/or applicable department contact as appropriate with recommendations and/or solutions.
- Possessing advanced knowledge on facilitating and executing client trades as directed by clients for the following: Equity, EFTs, Mutual Funds, Fixed Income and FX transactions, pursuant to firm and industry policy and procedures.
- Providing clients with stock reorganization details including offers and deadlines and accepting and submitting client instructions.
- Collaborating with Manager to identify system issues and enacting backup procedures as necessary.
- Seizing opportunities to grow the business by identify and acting on business development opportunities.
- May be required to provide trading based overrides/approval when higher authorization limits are needed. This involves a clear understanding of authorization limits and a detailed trade analysis to ensure all risks are fully understood before issuing release.
- Knowledge of equity strategies and the ability to assess corresponding Margin Requirements
- Ability to perform margin client interviews to assess client knowledge in regards to account upgrades
- Identifying and resolving trading discrepancies efficiently and accurately and able to request or process trade corrections with the approval of compliance or management
- Developing familiarity in areas including antimoney laundering, antiterrorist financing and privacy laws.
- Actively adhering to all Guidelines for Business Conduct and Privacy policies.
- Adhering to and ensuring compliance with Know Your Customer requirements.
- Acting quickly to alleviate errors and reduce firm exposure.
- Understanding role in a Business Continuity Plan outage.
- Recognizing and appropriately actioning quality opportunities
