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Customer Service Representative

Requisition ID: 13827

Branch / Department: Online Brokerage - Trading & Service Montreal 

Transit Number:  75168 

Employee Referral Program – Potential Reward:  

 

We are committed to investing in our employees and helping you continue your career at Scotiabank.

 

Purpose:

 

As a member of the Trading and Service Team, the Customer Service Representative (CSR) is the primary point of contact for Scotia iTRADE clients through our inbound Contact Centre.  The CSR will provide prompt, accurate and professional service, while ensuring that call quality standards are met and that a high level of client focus is demonstrated at all times.
The CSR is also responsible for introducing our 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.

 

Key Accountabilities:

 

1. 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 solutions & following through
• Processing client requests (inquiries, transactions, case work) in a timely and efficient manner
• Accurately and efficiently documenting and controlling all required follow-up or escalation
• 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 iCARE model
• Acquiring and maintaining a detailed knowledge and understanding of policies, processes, product & services
• Acquiring and maintaining a detailed knowledge of internal platforms (e.g. SOL, Flight Desk, Mobile)

 

2. 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.)

 

3. 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

 

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


• Recognizing and appropriately actioning quality opportunities

 

5. 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 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 Centre

 

Skills:

 

• A minimum of 1 year client service experience is required, including the ability to ask probing questions, understand/interpret client needs, handle objections

• A minimum of 1 year sales experience is required, including the ability to identify cross-sell and referral opportunities • Familiarity with Brokerage industry including rules, regulations, policies and procedures
• Knowledge of Registered Products
• Language skills required: English & Cantonese and/or Mandarin (3 positions); English & French (2 positions)
• Superior client service orientation
• Strong analytical skills
• Excellent verbal and written communication skills
• Demonstrated ability to diffuse confrontational client concerns

 

Educational Requirements:

 

Completion of Canadian Securities Course and/or other industry courses an asset.
Post-Secondary Education in Commerce, Business or Financial Planning an asset.

 

**-The incumbent works in a standard Contact Centre environment, hence complete flexibility to cover evening & Saturday shifts is required.  Hours Monday to Friday 8am to 9pm and Saturday 8am-6pm.
-French/English
- 1 year contract (5 positions) Full time hours

 

 

Location(s):  Canada : Quebec : Montreal

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

Company
ScotiaBank
Posted
03/24/2018
Type
Full time
Location
Montreal, 10, CA