Spécialiste Service Commercial

2 weeks ago


Toronto, Ontario, Canada Scotiabank Full time

As a member of the Trading and Service Email and Click-to-Chat 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 and Chat communication channels using any of Scotia iTRADE's Email addresses and WebPages (.The CSR will provide prompt, accurate and professional service, while ensuring that email and click-to-chat quality standards are met and that a high level of client focus is demonstrated at all times.

Where appropriate, you will be required to take conversations off line and resolve them via telephone and/or e-mail promptly and effectively.

The Email & C2C 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.

Responding independently to email and chat inquiries and taking action to fully address inquiries by presenting knowledgeable solutions & following through
Accurately and efficiently documenting and controlling all required follow-up or escalation
Acquiring and maintaining a detailed knowledge and understanding of policies, processes, product & services
Completing updates, corrections, and adjustments to client accounts within authorized limits
Adheres to the policies and practices that regulate the Contact Centre, Scotia iTRADE and the Investment Industry by:

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
Education/Work Experience/Designations

~ Post-Secondary Education in Commerce, Business or Financial Planning.

Sales experience is an asset
Strong attention to detail and ability to recognize risk to the firm
Excellent time management skills with the ability to prioritize workloads to ensure optimum telephone coverage and adherence to established service standards
English required; French skills considered an asset:

Guided by our purpose:
"for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know.

If you require technical assistance, please click here . Candidates must apply directly online to be considered for this role.

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