Partnership Service Representative

Requisition ID: 193497

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

**Purpose**

As a member of the Sales & Partnerships Team, the Partnership Service Representative (PSR) is the primary point of contact for Scotiabank partners requiring assistance on behalf of Scotia iTRADE clients. The PSR will provide prompt, accurate and professional service, while ensuring that call quality standards are met and that a high level of client focus is always demonstrated.

The PSR is also responsible for introducing our partners and clients to additional service offerings by spotting and initiating cross-sell and referral opportunities.
The incumbent will proactively adhere to the business line strategy of promoting a client focused culture, directly contributing to the overall success and profitability of the business.

**Accountabilities**

**Responsible for resolving partner and client inquiries efficiently and effectively, maintaining and surpassing Scotia iTRADE service standards by**:

- Responding independently to telephone inquiries and taking action to fully address inquiries by presenting knowledgeable solutions & following through
- Processing partner and client requests (inquiries, transactions, case work) in a timely and efficient manner
- Accurately and efficiently documenting and controlling all required follow-ups or escalations
- Strictly adhering to schedules, thereby ensuring prompt client service and response time
- Participating actively in queue maintenance through efficient call response times and prioritization of workload
- Acquiring and maintaining a detailed knowledge and understanding of policies, processes, product & services
- Acquiring and maintaining a detailed knowledge of internal platforms

**Uses discretion to correct problems that result in a high level of client satisfaction by**:

- Completing updates, corrections, and adjustments to client accounts within authorized limits
- Exercising discretion, within approved authority limits, in correcting problems promptly and indefensibly and when required, escalating to Manager

**Adheres to the policies and practices that regulate the Contact Centre, Scotia iTRADE and the Investment Industry by**:

- Contributing to optimal Centre efficiency by ensuring productivity goals are obtained
- Minimizing risk and losses by knowing and adhering to policies, procedures, and key controls

**Solidifies existing Scotia iTRADE business and creates new business opportunities by initiating cross-sell and referral opportunities by**:

- Recognizing and appropriately actioning quality opportunities

**Contribute to the effective functioning of SiT by**:

- Building effective working relationships across the team and with various business lines and corporate functions
- Facilitating a culture of open and honest communication by actively participating and contributing to ITB (Individual touch base), team meetings, encouraging the generation of new ideas and approaches and actively sharing knowledge and experience to enhance the development of all team members
- Developing and executing a meaningful employee development plan
- Participating in and supporting change initiatives for the team and the Centre

**Dimensions**
- The incumbent works in a standard Contact Centre environment, hence complete flexibility to cover evening shifts is required
- The incumbent must exercise judgment in the prioritization of his/her workload.
- The incumbent is expected to work independently within the boundaries of existing business policies and guidelines.
- The incumbent is expected to achieve Service quality, Productivity & New business targets
- Complex situations and issues outside of authority should be referred to /escalated to Manager reports to
- Interaction with various departments is required to effectively deal with inquiries.
- The incumbent must be able to rapidly respond to escalated issues that require quick decision making based on an awareness of major events occurring in the market, so as to respond to inquiries in an intelligent and informed fashion

**Experience / Education / Designations**
- 1 - 2 years industry experience an asset
- The ability to identify cross-sell and referral opportunities
- Previous discount brokerage experiences an asset.
- A broad understanding of the investment industry.
- Strong attention to detail and ability to recognize risk to the firm
- Ability to set and achieve goals, and work independently
- Strong communication / interpersonal skills
- Knowledge of back office functionalities
- Ability to learn new tasks quickly and accurately
- Ability to adapt to a changing environment and duties, dependent on current situations and directives from management
- Expert knowledge of procedures related to securities settlement
- Excellent time management skills with the ability to prioritize workloads to ensure optimum telephone coverage and adherence to established service stan