Title:  Contact Centre Support Specialist, Scotia iTrade

Requisition ID: 273247 

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

Purpose:

As a member of the Trading and Service Team, the Contact Centre Support Specialist primarily supports Scotia iTRADE contact centre teams with complex issues, including investigations, follow ups, account maintenance related enquiries, and client requests. They also work closely with partners, assisting with timely callouts to clients for in-scope requests. 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-facilitating rollout of training material to the contact centre teams. 

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:

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 and email inquiries and taking action to fully address inquiries by presenting knowledgeable and sound solutions
• Taking ownership and following through to ensure the clients are satisfied to resolution
• Processing and actioning all types of requests at the highest quality and within pre-set service level agreement
• Support contact centre teams on Account Maintenance-related enquiries
• 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
• Remain current and knowledgeable about new or changing processes, product & services, and digital platforms (e.g. SOL, NEO, TradePro and Mobile App)
• Conduct 2nd level investigations from contact centre teams
• Other ad hoc duties as required.

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
• Maintain expert knowledge of account maintenance and regulatory documentation
• Acting as a liaison, coordinating with various areas as required to resolve client issues in timely fashion (e.g. Operations, Product, Sales, Business Development, ISS etc.)
• Identify training and coaching opportunities for contact centre teams and assist in creating future training curriculum
• Identify process improvement opportunities in improving operational efficiency and agent productivity to better enhance client experience
• Capable of setting and completing assigned work and achieving results
• Work on special projects as assigned 

3.    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.
• Act quickly to mitigate errors and reduce firm exposure
• If CIRO licensed, ensure necessary continuing education requirements are met
  
  

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 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

Experience:

• Expert level knowledge of the discount brokerage industry, inclusive of but not limited to: Account Opening & Maintenance, Registered Products, Brokerage Transfers, and Cash Management policies & procedures
• Broad investment product knowledge in Equities, Fixed Income & Mutual Fund Securities
• Strong problem-solving and critical thinking 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 and deliver presentations to Contact Centre staff and Management team
• Strong organization 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 programs, 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 organize 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
• Computer literacy: Database Management & Date Analysis and working knowledge of Microsoft Office Suite applications: Word, Excel, PowerPoint, Outlook, and OneNote
• Language skills considered an asset: Cantonese, Mandarin, French
• IIROC licensed as an IR is an asset (DFOL?)
• The incumbent works in a standard Contact Centre environment, hence complete flexibility to cover evening & Saturday 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 their reporting Manager.
• 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.       
• Proficiency in both French and English, written and spoken, is an asset.

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.