Commercial Accounts Representative

2 weeks ago

Ottawa, Ontario, Canada Scotiabank Full time

Role Summary

As a Commercial Accounts Representative at Scotiabank, you will be the primary point of contact for clients through our inbound Contact Centre. You will execute trade orders on behalf of clients, provide prompt, accurate and professional service, and ensure call quality standards and an exceptional level of customer service are maintained.

Key Responsibilities

  1. Actively promote and provide industry leading client service to every client, every time.
  2. Maintain expert understanding of the Mainstreet & Gold client segments, trading platforms, order routing to serve clients effectively and efficiently.
  3. Ensure that every client experience is consistent with Scotia iTRADE's service standards.
  4. Engage in client inquiries, problem-solving and providing value-added client service to achieve First Call Resolution.
  5. Liaise and collaborate with Manager to execute effective client solutions.
  6. Communicate clearly, concisely, and provide accurate information to clients.
  7. Ensure the timely and prompt submission of client instructions and client follow-up.
  8. Answer service and trade related inquiries in a fast paced and dynamic contact centre environment.
  9. Liaise with supervisors, settlements, credit and executing brokers to ensure proper handling of client orders.
  10. Provide clients with added value solutions and spot opportunities to strengthen client relationships.
  11. Provide flexibility to back up other Queues, including Client Care Queue, iClub Qs, etc.

Requirements

  1. Fluency in Cantonese and/or Mandarin.
  2. 2+ years of industry experience.
  3. A minimum of 1 year sales experience.
  4. Previous discount brokerage experience.
  5. Broad investment product knowledge in Equities, Fixed Income & Mutual Fund Securities.
  6. Strong attention to detail.
  7. Ability to set and achieve goals.
  8. Strong communication / interpersonal skills.
  9. Knowledge of back office functionalities.
  10. Ability to adapt to a changing environment.
  11. Expert knowledge of procedures related to securities settlement.
  12. Excellent time management skills.
  13. College Diploma/University Degree.

Required Industry Courses:

  1. CSC
  2. CPH
  3. IIROC licensed as an IR and DFOL.

About Scotiabank

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers achieve success through a broad range of advice, products and services. 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.

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