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

Requisition ID: 249152

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

The Senior Operations Representative will maintain superior knowledge in one or more functional area including: Client Onboarding, Brokerage Transfers, Cash Management or Physical Deposits.  They will focus on day-to-day processing of a variety of high-volume, complex, or escalated brokerage requests.  They will be available to answer questions from colleagues and business partners in the absence of the Manager, Operations and may stand in for them as an exception.

Major Accountabilities: 

1. Efficient and exceptional handling of client requests:

• Maintain first class knowledge of policies and procedures pertaining to one or more functional are including Client Onboarding, Brokerage Transfers, Cash Management or Physical Deposits
• Expert judgment and decision making when reviewing and processing requests in accordance with business policy and SLA.  Assist colleagues when they seek guidance regarding the same.
• Ensure customer and corporate records are accurately maintained and reconciled to minimize firm exposure or risk.
• Seek out opportunities to cross train with other areas as products, processes or requirements are created or changed.  
• Exercise discretion and sound judgment when correcting errors.  
• Stay current with policies on AML, Privacy, Fraud, Compliance and Legal and their impact to processing requests.

2. To ensure a superior level of client experience: 

• Impeccable written and verbal communication skills combined with a high degree interpersonal skills when communicating with internal and external clients.
• Efficiently resolve complaints and errors, using proper judgement to refer complex issues or escalations to your 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 corrections or adjustments to client accounts within authorized limits and/or defined approval criteria.
• When unable to provide immediate response to inquiries, take ownership and act as a liaison between various internal departments.
• Trusted to exercise discretion with client information.

3. To actively collaborate with other iTRADE and support groups to ensure that business needs are met:

• Work on special projects as assigned.
•  Actively participate or co-lead team learning through active cross-training, developmental and team performance activities including team meetings and coaching sessions
• Review SOP’s and Job Aids and provide edits as necessary.
• Represent Manager at business discussions if they are absent

Education / Work Experience / Designations

• College or University degree preferred.
• 1+ year in a financial services industry role.
• Canadian Securities Course (CSC) and Conduct and Practice handbook (CPH) an asset.
• Prior knowledge of direct investing operations
• Strong organization, problem solving, and time management skills.
• Experience with Scotia Wealth brokerage applications (ADP, STAR, Wealth One)
• Strong PC user skills in Microsoft Word, Microsoft Excel, and Microsoft Access 

Working Conditions

This role can be performed remotely based on current hybrid model.

Due to the fast-paced nature of the Online Brokerage business, some stress (mental and physical) can occur during peak periods i.e., volatile financial markets, new strategic initiatives and when Contact Centre volumes rise. 

Flexibility of hours is a typical requirement for this position.  (Beyond the traditional 9-5 workday, sometimes including evening / weekend work depending on business volume). 

This position is physically stationary (primarily phone, meetings, computer-based).  There is daily use of PC and internet technologies.

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.