Back Office Representative

Requisition ID: 206629

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.
   • 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, problem-solving and providing value-added 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 follow-up.
   • Answering service and trade related inquiries in a fast paced and dynamic contact centre environment. Inquiries come through various channels including telephone & email.
   • 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.
2. Adhere to and promote processes that ensure the effective and compliant delivery of outstanding client service.
   • 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 re-organization details including offers and deadlines and accepting and submitting client instructions.
   • Collaborating with Manager to identify system issues and enacting back-up procedures as necessary.
   • Seizing opportunities to grow the business by identify and acting on business development opportunities.
3. 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 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 anti-money laundering, anti-terrorist 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.
4. Solidify existing Scotia iTRADE business and creates new business opportunities by initiating cross-sell and referral opportunities.
   • Recognizing and appropriately actioning quality opportunities.
5. Contribute to the effective functioning of Scotia iTrade.
   • 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 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.
   • Developing and executing a meaningful employee development plan.
   • Participating in and supporting 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, including the ability to identify cross-sell and referral opportunities.
• 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 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.
• 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 and English-speaking clientele frequently.

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, 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.

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 (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. 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.