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Client Support Specialist
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Client Support Specialist - Scotia iTRADE
As a vital member of the Trading and Service Email and Click-to-Chat Team, the Client Support Specialist (CSS) serves as the primary liaison for Scotia iTRADE clients through our inbound Contact Centre, primarily utilizing Email and Chat communication channels. The CSS is committed to delivering prompt, accurate, and professional assistance while ensuring adherence to quality standards for email and chat interactions, consistently demonstrating a high level of client focus.
When necessary, you will be expected to transition conversations offline to resolve issues via telephone or email in a timely and effective manner.
The Email & C2C agent will act as a knowledgeable resource, responsible for providing comprehensive service and support. This includes assisting customers and potential clients in completing their online applications for various products and services, as well as identifying opportunities for cross-selling and referrals.
Key responsibilities include:
- Independently addressing email and chat inquiries, providing knowledgeable solutions, and ensuring thorough follow-up.
- Accurately documenting and managing all required follow-ups or escalations.
- Adhering to schedules to guarantee prompt client service and response times.
- Maintaining a detailed understanding of policies, processes, products, and services.
- Executing updates, corrections, and adjustments to client accounts within authorized limits.
- Complying with policies and practices that govern the Contact Centre and the Investment Industry, including:
- Minimizing risks and losses by following established procedures and controls.
- Recognizing and acting on quality improvement opportunities.
- Fostering effective working relationships across teams and with various business lines.
- Supporting change initiatives within the team and the Centre.
Qualifications:
- Post-Secondary Education in Commerce, Business, or Financial Planning.
- Sales experience is advantageous.
- Strong attention to detail with the ability to identify potential risks.
- Excellent time management skills, capable of prioritizing workloads to ensure optimal service delivery.
- Proficiency in English is required; French language skills are considered an asset.
Guided by our purpose: 'for every future', we assist our customers, their families, and their communities in achieving success through a diverse range of advice, products, and services, including personal and commercial banking, wealth management, private banking, corporate and investment banking, and capital markets.
If you require accommodation during the recruitment process, please inform our Recruitment team. Candidates must apply online to be considered for this role.
