Contact Centre Support Specialist, Scotia iTRADE

Requisition ID: 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 in‑house 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 prioritisation 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 authorised 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 fully 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 adhere 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 Minimising 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: Recognising 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 recognise risk to the firm Strong communication / interpersonal skills, both written and oral Ability to prepare and deliver presentations to Contact Centre staff and Management team Strong organisational skill. Capable of setting and meeting realistic time frames and completing work and achieving results Knowledge of back‑office functionalities Ability to quickly grasp new programmes, systems, and tasks quickly and effectively transfer that knowledge or work to the day‑to‑day work Ability to manage high volumes with tight deadlines in a fast‑paced environment Ability to adapt to a changing environment and duties, dependent on current situations and directives from management Ability to work with the team and independently and organise with minimal instruction to ensure the individual and team goal are achieved. Demonstrated self‑starter and forward thinking with the ability to provide recommendation on future improvement to drive positive results for the contact centre Language skills considered an asset: Cantonese, Mandarin, French IIROC licensed as an IR is an asset Analytical skill and Microsoft office skill is an asset Working Conditions Volatile financial markets Multiple often conflicting priorities, aggressive delivery or problem resolution lead time and highly valuable, highly sensitive customer relationships Open office environment with constant background noise High call volumes, with clients becoming very agitated as on‑hold times rise High demands from internal partners and clients needing immediate responses to a variety of inquiries/problems relating to accounts and transactions / products and general service Concentrated use of sight and hearing for reviewing documentation / reports, preparing various financial documents Frequent disruptions from internal partner / client inquiries This position is physically stationary (primarily phone, meetings, computer‑based). There is every day / regular use of PC and internet technologies. Flexibility of hours is a typical requirement for this position, based on business needs (including evening / Saturday shifts and some statutory holidays). Location(s): Canada : Ontario : Toronto Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets. 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. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please let us know. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted. #J-18808-Ljbffr