Bilingual Client Services Coordinator

7 days ago

Ottawa, Ontario, Canada Scotiabank Full time
Job Summary

We are seeking a highly skilled and experienced Client Solutions Manager to join our team at Scotiabank. As a key member of our Client Solutions Team, you will be responsible for providing exceptional client service and support to our clients, while also contributing to the overall success of our Trading & Service division.

Key Responsibilities
  • Provide professional, courteous, and positive client experiences through continuous development and maintenance of detailed knowledge and understanding of industry-related information, product and service offerings, and all platforms.
  • Actively and effectively respond to lengthy, high-profile, sensitive, or complex complaints, providing responses verbally or in writing as needed.
  • Contribute to the maximization of Contact Centre efficiency by accurately and effectively documenting and tracking all complaints, identifying and trending knowledge gaps for future training or skill builds and coaching opportunities.
  • Act as a liaison, coordinating with various areas (i.e., branch, third-party service providers, etc.) when appropriate, and facilitate and share knowledge in the New Hire Training program.
  • Take on additional projects as assigned by Sr. Client Solutions – Support, resulting in improving our service.
  • Achieve and maintain required service level standards (i.e., adherence, customer commitment time, readiness) by minimizing risk and losses, adhering to Scotiabank's policy, procedures, and key controls, and adhering to all company/department policies, procedures, and audit requirements.
  • Demonstrate leadership with frontline agents and clients, setting high standards for client service and professionalism, and participate in and support initiatives for T&S and SiT.
Requirements
  • Fluency in French is required.
  • Derivatives Fundamentals and Options Licensing (DFOL) is an asset.
  • Excellent interpersonal skills and the demonstrated competencies to lead and motivate staff with an eagerness to contribute to the success of others through coaching and support.
  • Subject matter expert spanning the full range of trading and market mechanics, including options trading, products & services offered, processes, and platforms.
  • Demonstrated coaching experience is an asset.
  • Excellent time management, organizational, and prioritizing skills to meet business and regulatory deadlines.
  • Demonstrate strong, creative problem-solving and analytical abilities.
  • Strong knowledge of technology used to support trading and service functions is an asset.
What We Offer

As a Client Solutions Manager at Scotiabank, you will have the opportunity to work with a talented team of professionals, contribute to the success of our Trading & Service division, and develop your skills and expertise in a dynamic and challenging environment.

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