Title:  Senior OLB Operations Representative, Scotia iTRADE - Toronto, ON

Requisition ID: 208575

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

Purpose
 

As the Senior OLB Operations Representative, you will provide day-day processing coverage of a variety of high volume brokerage operational financial and non-financial transactions as well as ensuring integrity of client information and balances.  Operational knowledge required in this role may include but is not limited to  Account Management, Regulatory Documentation, Brokerage Transfers, & Registered Products. You must demonstrate thorough knowledge of compliant operational processes and procedures, in order to provide accurate information and solutions when responding to internal and external customer inquiries and issues.  They will possess proficient telephone, email and written communications skills when corresponding with clients, iTRADE colleagues or internal/ external partners.

Key Accountabilities
 

1. To ensure the efficient and effective handling of operational / administrative financial and non-financial transactions on behalf of iTRADE brokerage clients:

• Ensure transaction requests are completed compliantly according to business policy with a high degree of competence within defined service levels
• Ensure customer and corporate records are accurately maintained and reconciled in order to minimize firm exposure or risk
• Ensure that client or firm risk is mitigated but reporting anomalies to the Team Manager or Manager.
• Exercise discretion and sound judgment when correcting errors 
• Monitor client accounts to ensure that appropriate documentation changes have been made, and correction requests have been completed
• Process various customer and internal requests, transfers and / or conversions  (which will vary in dollar amount and difficulty)

2. To ensure a superior level of customer experience and client experience: 

•  Respond to inbound inquiries from the Call Centers in an informed, efficient manner, within established SLAs
• Efficiently resolve complaints and errors, using proper judgement to refer complex issues or escalations to your Team Manager or Manager.
•  Liaise with various support partners such as Compliance or Wealth Operations when needed, to ensure client issues are resolved in a timely manner
•  Perform financial corrections and adjustments in client accounts within authorized limits and/or defined approval criteria

3. To actively collaborate with internal staff and support departments to ensure that business needs are met:

• Actively participate  in a team learning through active cross-training, developmental and team performance  activities including team meetings and coaching sessions
• Obtain and forward necessary documentation to customers and / or other departments to ensure transactions are completed efficiently and accurately
• Pro-actively investigate and follow up on inquiries or escalations and refer to Team Manager or Manager as necessary
• Collaborate with iTRADE Call Centers or other partners across the Bank to ensure client request are responded to effectively and efficiently.
• Provide reports and statistical information to management and / or other departments as required

4. To minimize potential risk and harm for the business:

• Develop familiarity in areas including money laundering, anti-terrorist financing, privacy laws, compliance, legal requirements, Know Your Customer, etc 
• Act quickly to alleviate errors such that firm exposure / risk is reduced
• Adhere to the Guidelines for Business Conduct and Privacy Code, demonstrating a full understanding of the legal implications of dealing with customer requests while all times maintaining the confidentiality of customer information
• Adhere to the policies and practices that regulate the firm / industry by escalating complaints and / or potential risk exposure to management; take appropriate measures to reduce and prevent reoccurrence of error / problem situations

Qualifications
 

• CSC is an asset
• Strong communication skills to effectively provide detailed information to various departments.  
• Exercise sound judgment in the prioritization of workload.  
• Adhere to processing deadlines (within established SLA), such that customer satisfaction / processing efficiency levels are met, and maintained. 
• Must be able to manage multiple interruptions from staff, other departments, branches etc, while at the same time maintaining his / her workload. 
• Must be able to rapidly respond to inquiries in an intelligent and informed fashion.
• Ability to handle conflicting priorities, aggressive delivery or problem resolution lead time and highly valuable, highly sensitive customer relationships.

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.