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Scotia iTrade Trading Consultant

3 months ago

Ottawa, Ontario, Canada Scotiabank Full time

Requisition ID: 158200

Join a purpose-driven team that is committed to achieving results within an inclusive and high-performing culture.

As an Investment Services Representative (ISR), you will serve as the primary contact for Scotia iTRADE clients through our inbound Contact Centre. As a licensed ISR, your responsibilities will include executing trade orders on behalf of clients. You will deliver prompt, accurate, and professional service while ensuring that call quality standards and exceptional customer service levels are upheld. Your role will involve responding to client inquiries, troubleshooting basic technical issues, and researching and resolving client concerns. Additionally, you will introduce clients to supplementary service offerings by identifying and initiating cross-sell and referral opportunities.

Is this position suitable for you? In this role, you will:

1. Actively promote and deliver top-tier client service to every client, every time.

  • Maintain an expert understanding of the Mainstreet & Gold client segments, trading platforms, and order routing to effectively serve clients.
  • Ensure that every client interaction aligns with Scotia iTRADE's service standards.
  • Engage actively in client inquiries, problem-solving, and providing value-added service to achieve First Call Resolution.
  • Collaborate with management to implement effective client solutions.
  • Communicate clearly and concisely, providing accurate information to clients.
  • Ensure timely submission of client instructions and follow-up.
  • Address service and trade-related inquiries in a fast-paced contact centre environment through various channels, including telephone and email.
  • Coordinate with supervisors, settlements, credit, and executing brokers to ensure proper handling of client orders.
  • Offer clients added value solutions and identify opportunities to strengthen client relationships.
  • Provide flexibility to support other queues as needed.

2. Adhere to and promote processes that ensure effective and compliant delivery of outstanding client service.

  • Meet and exceed service objective levels.
  • Resolve client complaints appropriately, ensuring they are communicated, documented, and archived.
  • Timely escalate issues or trends to management with recommendations and solutions.
  • Possess advanced knowledge of facilitating and executing client trades for various financial products, adhering to firm and industry policies.
  • Provide clients with stock reorganization details, including offers and deadlines, and accept and submit client instructions.
  • Work with management to identify system issues and implement backup procedures as necessary.
  • Seize opportunities for business growth by identifying and acting on development opportunities.

3. Minimize potential risks and harm to the business.

  • May be required to provide trading-based overrides/approval when higher authorization limits are necessary, involving a clear understanding of authorization limits and detailed trade analysis.
  • Demonstrate knowledge of equity strategies and assess corresponding margin requirements.
  • Conduct margin client interviews to evaluate client knowledge regarding account upgrades.
  • Identify and resolve trading discrepancies efficiently and accurately, requesting or processing trade corrections with compliance or management approval.
  • Develop familiarity with anti-money laundering, anti-terrorist financing, and privacy laws.
  • Adhere to all Guidelines for Business Conduct and Privacy policies.
  • Ensure compliance with Know Your Customer requirements.
  • Act swiftly to rectify errors and minimize firm exposure.
  • Understand your role in a Business Continuity Plan outage.

4. Strengthen existing Scotia iTRADE business and create new opportunities by initiating cross-sell and referral opportunities.

  • Recognize and appropriately act on 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.
  • Encourage a culture of open communication by actively participating in team meetings and sharing knowledge to enhance team development.
  • Develop and execute a meaningful employee development plan.
  • Support change initiatives for the team and the Centre.
  • Participate in special projects as required.

Do you possess the necessary skills to excel in this role? We would love to collaborate with you if you have:

  • 2+ years of industry experience.
  • Fluency in French.
  • A minimum of 1 year of sales experience, including the ability to identify cross-sell and referral opportunities.
  • Previous experience in discount brokerage.
  • Broad investment product knowledge in Equities, Fixed Income, and Mutual Fund Securities.
  • Strong attention to detail and the ability to recognize risks to the firm.
  • Ability to set and achieve goals while working independently.
  • Strong communication and interpersonal skills.
  • Knowledge of back-office functionalities.
  • Ability to adapt to a changing environment and duties based on current situations and management directives.
  • Expert knowledge of procedures related to securities settlement.
  • Excellent time management skills with the ability to prioritize workloads to ensure optimal telephone coverage and adherence to established service standards.
  • College Diploma or University Degree.

Required Industry Courses:

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

Successful candidates will be required to communicate in English in addition to French, as they will work closely with other groups that primarily operate in English and serve an English-speaking clientele frequently.

Scotiabank is a leading bank in the Americas, guided by our purpose: "for every future." We assist our customers, their families, and their communities in achieving success through a broad range of advice, products, and services, including personal and commercial banking, wealth management, 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.