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Client Solutions Manager
2 months ago
The Client Solutions Manager is a critical position within Scotia iTRADE, responsible for handling all client escalations and providing exceptional customer service. This role requires a subject matter expert with in-depth knowledge of trading and market mechanics, as well as excellent communication and problem-solving skills.
Key Responsibilities- Client Escalation Management
- Provide professional, courteous, and positive experiences for clients and business line partners.
- Follow and demonstrate the iCARE attributes and the Client Experience Model (CEM).
- Exercise discretion within approved authority limits in correcting problems promptly and indefensibly.
- Be available to assist with trading overrides when needed.
- Provide coaching to team managers to address with their frontline agents.
- Accurately and effectively document and track all complaints coming through to identify and trend knowledge gaps for future training or skill builds and coaching opportunities.
- Maintain strict adherence to Bank Guidelines for Business Conduct and security procedures with respect to assigned authorities and responsibilities.
- Report any unusual occurrences or fraudulent activity to a Sr. Mgr. promptly.
- Participate actively in team activities/initiatives and take responsibility for self-learning and development.
- Learn and embrace new procedures, technologies, and processes to maintain subject matter expertise knowledge.
To be successful in this position, the incumbent requires:
- Fluency in French is required.
- Post-secondary education in business and/or other related discipline is preferred.
- Industry course minimum requirements include:
- Canadian Securities Course (CSC).
- Conduct and Practice Handbook (CPH).
- Derivatives Fundamentals and Options Licensing (DFOL).
- Minimum of 2 years of brokerage industry experience.
- Strong verbal & written communication skills.
- Subject matter expert spanning the full range of trading and market mechanics including options trading, products & services offered, processes, and platforms.
