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Client Relationship Solutions Specialist
3 months ago
Requisition ID: 204175
Join a dedicated and results-oriented team, committed to fostering an inclusive and high-achieving culture.
Job Objective:
The Client Relationship Solutions Specialist serves as the final escalation point for client concerns within Scotia iTRADE. This role entails managing all client escalations—both verbal and written—received through various channels, including leadership teams, calls, and emails. Additionally, the Specialist supports complaints directed to regulators, partners, and other internal teams such as Compliance, Legal, and OBSI.
As a subject matter expert, the Specialist possesses extensive knowledge of product offerings, trading practices, market dynamics, processes, policies, platforms, and system functionalities. They play a crucial role in enhancing the overall performance of Trading & Service, particularly in Client Satisfaction, Financial outcomes including business development prospects, Operational efficiency, and Staff development.
Contract Duration: 18-Month Contract
Key Responsibilities:
- Deliver exceptional service to Contact Centre employees, clients, and business partners by:
- Adhering to and exemplifying the iCARE (Commit, Adapt, Resolve, Empathize) principles and the Client Experience Model (CEM). Identifying needs, providing knowledgeable and accurate information, and ensuring follow-through on commitments.
- Continuously developing and maintaining comprehensive knowledge of industry-related information, Scotia iTrade products, services, and platforms.
- Exercising discretion within approved authority limits to resolve issues promptly and effectively, including goodwill gestures, fee waivers, and compensations.
- Identifying and acting on opportunities for client retention and business development to strengthen client relationships with Scotia iTrade and the Bank.
- Proactively addressing lengthy, high-profile, sensitive, or complex complaints.
- Managing inbound and outbound escalation requests from clients and providing suitable resolutions.
- Responding to complaints verbally or in writing as necessary.
- Enhance Contact Centre efficiency by:
- Assisting with trading overrides as needed.
- Coaching team managers to address frontline agent concerns.
- Being available to handle inbound calls during peak business periods.
- Accurately documenting and tracking all complaints to identify trends and knowledge gaps for future training and coaching opportunities.
- Maintaining organized pending files (case queues) and regularly reviewing outstanding items.
- Acting as a liaison to coordinate with various departments (e.g., branches, third-party service providers) to resolve client issues promptly.
- Facilitating knowledge sharing in the New Hire Training program when appropriate.
- Undertaking additional projects as assigned by the Senior Manager of Client Solutions – Support, including:
- Time-sensitive call-outs.
- Client case follow-ups and status updates.
- Projects aimed at enhancing service quality.
- Uphold strict adherence to Bank Guidelines for Business Conduct and security protocols by:
- Contributing to the Centre's efficiency by meeting productivity goals.
- Minimizing risks and losses by following Scotia iTrade's policies, procedures, and key controls.
- Complying with all company/department policies, procedures, and audit requirements.
- Processing customer requests (inquiries, transactions, case work) efficiently.
- Adjusting workload priorities to meet business and regulatory deadlines.
- Adhering to Scotia iTrade's policies and procedures, general compliance (e.g., KYC, AML, and Privacy Laws), and any applicable guidelines or codes of conduct.
- Maintaining CIRO licensing and supervisory approval in good standing at all times.
- Actively participate in team initiatives and take responsibility for personal development by:
- Embracing new procedures, technologies, and processes to maintain subject matter expertise.
- Demonstrating leadership with frontline agents and clients, setting high standards for service and professionalism.
- Supporting initiatives for Trading & Service and Scotia iTrade.
- Contributing to team morale and employee relations through positive interactions.
- Taking ownership of the Personal Development Plan and collaborating with the reporting manager to identify necessary skills, behaviors, and competencies to achieve goals.
Education/Experience/Qualifications
Educational Background:
- Fluency in French is essential.
- Post-secondary education in business or a related field is preferred.
- Minimum industry course requirements include:
- Canadian Securities Course (CSC).
- Conduct and Practice Handbook (CPH).
- Derivatives Fundamentals and Options Licensing (DFOL).
Work Experience/Skills:
To excel in this role, candidates should possess the following skills:
- Strong interpersonal skills with the ability to lead and motivate staff, fostering success through coaching and support.
- At least 2 years of experience in the brokerage industry.
- Comprehensive knowledge of trading and market mechanics, including options trading, products & services, processes, and platforms.
- Coaching experience is advantageous.
- Proven excellence in applying iCARE principles and CEM.
- Ability to multitask effectively.
- Strong time management, organizational, and prioritization skills to meet business and regulatory deadlines.
- Creative problem-solving and analytical abilities.
- High adaptability to a variety of tasks and functions in a fast-paced environment.
- Familiarity with technology supporting trading and service functions is a plus.
The successful candidate will be required to communicate in both English and French, as collaboration with English-speaking groups from head office is essential.
Scotia iTrade is a leading financial institution committed to helping customers, their families, and communities achieve success through a comprehensive range of financial services.
At Scotia iTrade, we value the unique skills and experiences each individual brings and are dedicated to fostering an inclusive and accessible environment for all. If you require accommodation during the recruitment process, please inform our Recruitment team. Candidates must apply directly online to be considered for this role. We appreciate all applicants' interest in a career at Scotia iTrade; however, only those selected for an interview will be contacted.
