Back Office Representative

2 weeks ago

Ottawa, Canada Cari Full time

Requisition ID: #

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.
    • Liaise with supervisors, settlements, credit and executing brokers to ensure proper handling of client orders.
    • Provide clients with added value solutions and spotting opportunities to strengthen client relationships.
    • Provide flexibility to back up other Queues, including Client Care Queue, iClub Qs, etc.
  2. 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.
    • Possess advanced knowledge on facilitating and executing client trades for various products.
    • Provide clients with stock re-organization details including offers and deadlines.
    • Collaborate with Manager to identify system issues and enact back-up procedures.
    • Seize opportunities to grow the business by identifying and acting on business development opportunities.
  3. Minimize potential risk and harm for the business.
    • Provide trading based overrides/approval when higher authorization limits are needed.
    • Knowledge of equity strategies and the ability to assess corresponding Margin Requirements.
    • Perform margin client interviews to assess client knowledge.
    • Identify and resolve trading discrepancies efficiently and accurately.
    • Develop familiarity in areas including anti-money laundering, anti-terrorist financing and privacy laws.
  4. Solidify existing Scotia iTRADE business and create new business opportunities.
    • Recognize and appropriately action quality opportunities.
  5. 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 participating in touchbases and team meetings.
    • Develop and execute a meaningful employee development plan.
    • Participate in and support change initiatives for the team and the Centre.
    • 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.
  • Previous discount brokerage experience.
  • 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.
  • Expert knowledge of procedures related to securities settlement.
  • Excellent time management skills.
  • 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 communicate in English in addition to French.

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

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers achieve success through a broad range of advice, products and services.

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 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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