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Title:  Partnership Service Representative




Requisition ID: 129628

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








As  the Partnership Service Representative (PSR) you are the primary point of contact for Scotiabank partners requiring assistance on behalf of Scotia iTRADE clients.   You 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.  You are  also responsible for introducing our partners and clients to additional service offerings by spotting and initiating cross-sell and referral opportunities. 





You will be responsible for resolving partner and client inquiries efficiently and effectively, maintaining and surpassing Scotia iTRADE service standards:

  • 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 (e.g. SOL, Flight Desk, Mobile)


You will use 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.)


You will adhere  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


You will solidify existing Scotia iTrade business and create new business opportunities by initiating cross-sell and referral opportunities by:

  • Recognizing and appropriately actioning quality opportunities


You will 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 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



  • The ability to identify cross-sell and referral opportunities
  • A broad understanding of the investment industry.
  • Strong attention to detail
  • The ability to set and achieve goals, and work independently
  • Strong communication / interpersonal skills
  • Ability to adapt to a changing environment and duties, dependent on current situations and directives from management
  • Excellent time management skills with the ability to prioritize workloads to ensure optimum telephone coverage and adherence to established service standards
  • Strong attention to exceptional client experience
  • 1 - 2 years industry experience an asset.
  • Previous discount brokerage experiences an asset


Education/Preferred Industry Courses:

  • Post-Secondary Education in Commerce, Business or Financial Planning an asset
  • CSC, CPH


Flexibility of hours is a typical requirement for this position, based on business needs (including evening 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 click here. 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.

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