Contact Centre Support Specialist, Scotia Itrade

Requisition ID: 225476

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

**Purpose of Job**:
As a member of the Trading and Service Team, Contact Centre Support Specialist works closely with partners assisting with timely callouts to client and inhouse investigations received from the phone reps and partners alike. The Contact Centre Support Specialist will provide prompt, accurate and high quality professional service, while ensuring that call quality standards are met and that a high level of client focus is always demonstrated.

The Contact Centre Support Specialist is also responsible for identifying trends for coaching/training opportunities as well as co-facilitate rollout of training material to the phone reps.

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.

**Major Accountabilities**:

- Responsible for resolving client inquiries efficiently and effectively, maintaining and surpassing Scotia iTRADE service standards and striving to achieve First Call Resolution by:

- Responding independently to telephone inquiries and taking action to fully address inquiries by presenting knowledgeable and sound solutions
- Taking ownership and following through to ensure the customers are satisfied to the resolution
- Processing client requests (inquiries, transactions, case work) at the highest quality and are actioned within pre-set service level agreement
- 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
- Satisfying client needs through the CEM Model
- Acquiring and maintaining a detailed knowledge and understanding of policies, processes, product & services
- Acquiring and maintaining a detailed knowledge of Scotia iTRADE platforms (e.g. SOL, Trade Pro, Mobile app)
- Action System Issues follow up outbound contacts
- Action callout requests initiated by partners/contact centre
- Action social media callouts as required
- Conduct 2nd level investigations from the front-line team and the Customer Solution team
- Other ad hoc duties as required
- 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
- Acting as a liaison coordinating with various areas as required to full satisfy client issues in a timely fashion (e.g. Operations, Product, Sales, Business Development, ISS etc.)
- Identify training and coaching opportunities for the phone reps and assist in creating future training curriculum
- Identify process improvement opportunities in improving operational efficiency and agent productivity to better enhance customer experience
- Capable of setting and completing assigned work and achieving results
- Work on special projects as assigned
- Comply and adheres to all the Scotia iTRADE and Industry Regulatory policies, guidelines, and practices that regulate the Scotia iTRADE Contact Centre by:

- Contributing to optimal operational 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 Scotia iTRADE 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 touchbases, 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 Contact Centre

**Education**:

- Post-Secondary Education in Commerce, Business or Financial Planning.

**Required Industry Courses**:

- CSC
- CPH

**Experience**:

- Expert level of knowledge of the discount brokerage industry
- Broad investment product knowledge in Equities, Fixed Income & Mutual Fund Securities
- Strong problem-solving skills
- Intense attention to detail, initiative and flexibility and ability to recognize risk to the firm
- Strong communication / interpersonal skills, both written and oral
- Ability to prepare an