Accounts Representative

2 weeks ago

Montreal, Canada Scotiabank Full time

Join a purpose-driven winning team, committed to results, in an inclusive and high-performing culture.

As an Investment Representative (IR), you are the primary point of contact for Scotia iTRADE clients through our inbound Contact Centre. As a licensed IR, you will execute trade orders on behalf of clients. 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:

  1. Actively promote and provide industry-leading client service to every client, every time.
  • Maintain expert understanding of the Mainstreet & Gold client segments, trading platforms, order routing to serve clients effectively and efficiently.
  • Ensure that every client experience is consistent with Scotia iTRADE’s service standards.
  • Actively engage in client inquiries, problem-solving, and providing value-added client service to achieve First Call Resolution.
  • Liaise and collaborate with Manager to execute effective client solutions.
  • Communicate clearly, concisely, and provide accurate information to clients.
  • Ensure the timely and prompt submission of client instructions and client follow-up.
  • Answer service and trade-related inquiries in a fast-paced and dynamic contact centre environment. Inquiries come through various channels including telephone & email.
  • Liaise with supervisors, settlements, credit, and executing brokers to ensure proper handling of client orders.
  • Provide clients with added value solutions and spot opportunities to strengthen client relationships by growing their business with Scotia iTRADE and/or our Partners.
  • Provide flexibility to back up other Queues, including Client Care Queue, iClub Qs, etc.
Adhere to and promote processes that ensure the effective and compliant delivery of outstanding client service.
  • Ensure that service objective levels are met and exceeded.
  • Ensure that client complaints are appropriately resolved, communicated to clients, documented, and archived.
  • Ensure the timely escalation of issues/obstacles/trends to Manager and/or applicable department contact as appropriate with recommendations and/or solutions.
  • Possess 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.
  • Provide clients with stock re-organization details including offers and deadlines and accepting and submitting client instructions.
  • Collaborate with Manager to identify system issues and enact back-up procedures as necessary.
  • Seize opportunities to grow the business by identifying and acting on business development opportunities.
Minimize potential risk and harm for the business.
  • 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 regarding account upgrades.
  • Identify and resolve trading discrepancies efficiently and accurately and able to request or process trade corrections with the approval of compliance or management.
  • Develop familiarity in areas including anti-money laundering, anti-terrorist financing, and privacy laws.
  • Actively adhere to all Guidelines for Business Conduct and Privacy policies.
  • Adhere to and ensure compliance with Know Your Customer requirements.
  • Act quickly to alleviate errors and reduce firm exposure.
  • Understand role in a Business Continuity Plan outage.
Solidify existing Scotia iTRADE business and create new business opportunities by initiating cross-sell and referral opportunities.
  • Recognize and appropriately action quality opportunities.
Contribute to the effective functioning of Scotia iTRADE.
  • Build effective working relationships across the team and with various business lines and corporate functions.
  • Facilitate 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.
  • Develop and execute a meaningful employee development plan.
  • Participate in and support change initiatives for the team and the Centre.
  • Be involved in special projects as required.

Do you have the required skills to be successful in this role? We'd love to work with you if you have:

  • 2+ years of industry experience.
  • Fluency in French.
  • A minimum of 1 year sales experience, including the ability to identify cross-sell and referral opportunities.
  • Broad investment product knowledge in Equities, Fixed Income & Mutual Fund Securities.
  • Strong attention to detail and the 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 adapt to a changing environment and duties, depending 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.
  • College Diploma/University Degree.

Required Industry Courses:

  • CSC.
  • CPH.
  • IIROC licensed as an IR and DFOL (Derivative Fund Options License).

Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English in addition to French because they will be required to work closely with other groups from head office who operate primarily in English, they will report to a manager from head office who is an English speaker, and/or they will serve an English-speaking clientele frequently.

Location(s): Canada : Quebec : Montreal || Canada : Ontario : Ottawa.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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