Client Service Coordinator
6 days ago
We are seeking a highly skilled and experienced Portfolio Administrator to join our team at Scotiabank. As a key member of our Private Investment Counsel team, you will play a critical role in providing exceptional client service and supporting the execution of business development activities.
Key Responsibilities- Client Service
- Develop and maintain a strong understanding of our value proposition and deliver a consistent client experience through all interactions.
- Serve as the primary point of contact for clients on behalf of assigned Relationship Managers.
- Respond to client inquiries in a timely, responsive, and professional manner, including executing on client cash management requests.
- Elevate issues to the Relationship Managers and/or Governance & Operations Manager as necessary.
- Prepare routine client correspondence and ad-hoc, customized client reporting.
- Support the implementation of client wealth strategies through detailed and accurate management of portfolio administration tasks and activities.
- Ensure quality, timely, and effective management of account opening processes.
- Coordinate and manage the end-to-end client onboarding process with respect to operational and administrative processes.
- Prepare for client annual reviews.
- Maintain accurate client information and files in electronic or paper format as required.
- Review processes and provide recommendations to improve the client experience, add value, and enhance efficiencies through the implementation of best practices and ongoing process reengineering.
- Follow up with clients on missing or incomplete documentation.
- Utilize strong knowledge of our diverse products and services to ensure the client's needs are well understood, documented, and satisfied.
- Partner with internal product/service business partners as required to ensure client needs are met.
- Actively listen and seek client feedback on products, services, and the delivery of client experience for purposes of client service and opportunity identification.
- Consistently execute on Scotia Wealth and PIC service standards through proactive contact, central client point of contact, recording, and maintaining the Client Contact database.
- Respond to client and Senior Management inquiries.
- Resolve client issues expeditiously and accurately and/or escalate problem situations when necessary.
- Proactively identify and implement strategies to address client needs.
- Support Relationship Managers
- Prepare, create, and customize client reports.
- Collaborate with Trust Officers to ensure that all investment strategies and principles are applied appropriately.
- Support Relationship Managers in executing business planning activities and events.
- Provide Portfolio Administration support functions as required for Estate & Trust portfolios and/or direction to Portfolio Administrators.
- Ensure a comprehensive understanding of each client's financial needs, risk tolerance, and long-term objectives by maintaining ongoing dialogue.
- Stay abreast of any changes in client lifestyle/needs or capital market conditions that may affect clients' financial objectives.
- Accurately manage client information and data through the use and knowledge of applicable systems.
- Demonstrate strong organizational skills and attention to detail to successfully support the team and Relationship Managers.
- Business Development
- Coordinate prospecting and business development activities on behalf of the Relationship Managers.
- Support the execution of marketing strategies to attract and retain valuable clients, including coordinating internal/external professional presentations and reports.
- Coordinate interactions between clients/prospects and the Relationship Managers and Team of Experts or other Scotiabank Partners.
- Liaise with internal referral sources to ensure timely communication, response, and resolution to inquiries and relationship management needs.
- Prepare materials for business development meetings.
- Follow up on action items from business development meetings.
- Identify referral opportunities to Scotia Wealth partners, ScotiaMcLeod, Commercial Banking, Retail, and other key partners.
- Risk Management/Compliance
- Minimize the Bank's exposure to risk by maintaining awareness and ensuring compliance/adherence to all procedures, regulatory activities, and guidelines, including Privacy, Anti-Money Laundering, Anti-Terrorist Financing, FCAC, Know your Client, Occupational Health & Safety, and Guidelines for Business Conduct.
- Support Relationship Managers in maintaining client portfolios in accordance with established firm strategy, including utilizing the Central Portfolio Models and pools, focusing on client segmentation, and client risk appetite.
- Participate in all aspects of compliance and the identification of actions or changes in policy and/or procedures to remediate non-compliance in the business.
- Adhere to Bank and firm standards, policies, and business practices to ensure that Private Investment Counsel meets the appropriate regulatory and compliance requirements as they relate to both new and existing accounts.
- Elevate, document, and report any unusual occurrences, suspicious, or fraudulent activities, as per established procedures.
- Team Membership
- Contribute to the effective functioning of the Private Investment Counsel team.
- Foster and develop a strong, positive team environment, driving employee empowerment, innovation, and a high degree of engagement.
- Build effective working relationships across the team and with various business line, internal, and external stakeholders.
- Maintain a high level of client service.
- Facilitate a culture of open and honest communication.
- Actively participate and contribute to coaching sessions, touchbases, and team meetings.
- Encourage the generation of new ideas and approaches.
- Actively share knowledge and experience to enhance the development of all team members.
- Develop and execute a meaningful employee development plan.
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