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Client Engagement Specialist
3 months ago
Requisition ID: #
Join a results-oriented team dedicated to fostering an inclusive and high-achieving culture.
As an Investment Services Representative (ISR), you will serve as the primary liaison for Scotia iTRADE clients through our inbound Contact Centre. In your capacity as a licensed ISR, you will facilitate trade orders on behalf of clients, ensuring that you deliver prompt, precise, and professional service while adhering to call quality standards and maintaining exceptional customer service levels. You will address client inquiries, troubleshoot basic technical issues, and research and resolve client concerns. Additionally, you will introduce clients to further service offerings by identifying and initiating cross-sell and referral opportunities.
Is this position a fit for you? In this role, you will:
- Deliver industry-leading client service consistently:
- Maintain a comprehensive 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 services 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 dynamic contact centre environment, utilizing various communication channels.
- Coordinate with supervisors, settlements, credit, and executing brokers to ensure proper handling of client orders.
- Offer clients added value solutions and identify opportunities to enhance client relationships by expanding their business with Scotia iTRADE and/or our Partners.
- Provide support to other queues as needed, including Client Care Queue, iClub Qs, etc.
- Promote processes that ensure effective and compliant delivery of exceptional client service:
- Meet and exceed service objective levels.
- Resolve client complaints appropriately, ensuring they are communicated, documented, and archived.
- Timely escalate issues, obstacles, and trends to management with recommendations and solutions.
- Possess advanced knowledge in facilitating and executing client trades for various products, including Equity, ETFs, Mutual Funds, Fixed Income, and FX transactions, in accordance with firm and industry policies.
- Provide clients with stock reorganization details, including offers and deadlines, and manage client instructions.
- Work with management to identify system issues and implement backup procedures as necessary.
- Identify and act on business development opportunities to grow the business.
- Minimize potential risks and protect 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.
- Possess knowledge of equity strategies and assess corresponding Margin Requirements.
- Conduct margin client interviews to evaluate client knowledge regarding account upgrades.
- Efficiently identify and resolve trading discrepancies and process 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 mitigate firm exposure.
- Understand your role in a Business Continuity Plan outage.
- Strengthen existing Scotia iTRADE business and create new opportunities:
- Recognize and act on quality opportunities effectively.
- Contribute to the effective functioning of Scotia iTRADE:
- Build strong 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 and experiences to enhance team development.
- Develop and implement 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 be eager 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.
- Comprehensive investment product knowledge in Equities, Fixed Income & Mutual Fund Securities.
- Strong attention to detail and the ability to recognize risk to the firm.
- Capability to set and achieve goals while working independently.
- Excellent communication and interpersonal skills.
- Understanding of back office functionalities.
- Adaptability to changing environments and duties based on management directives.
- Expert knowledge of procedures related to securities settlement.
- Outstanding time management skills with the ability to prioritize workloads effectively.
- College Diploma or University Degree.
Required Industry Courses:
- CSC
- CPH
- IIROC licensed as an ISR and DFOL (Derivative Fund Options License).
In accordance with a language needs assessment conducted by Scotiabank, the successful candidate will be required to communicate in English in addition to French due to collaboration with English-speaking groups and clientele.
Location(s): Canada : Ontario : Ottawa
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 wide range of advice, products, and services, including personal and commercial banking, wealth management, 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 during the recruitment and selection process, please inform our Recruitment team. If you need technical assistance, please reach out. Candidates must apply online to be considered for this role. We appreciate all applicants for their interest in a career at Scotiabank; however, only those selected for an interview will be contacted.
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