E-Care Investment Representative, Scotia iTRADE - Montreal, QC

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

As a member of the Trading and Service Email Team, the Customer Service Representative (CSR) is the primary point of contact for Scotia iTRADE clients through our inbound Contact Centre primarily via the Email communication channel using any of Scotia iTRADE’s Email addresses. The CSR will provide prompt, accurate and professional service, while ensuring that email quality standards are met and that a high level of client focus is always demonstrated.

Where appropriate, the incumbent will be required to take conversations offline and resolve them via telephone and/or e‑mail promptly and effectively. The Email agent will act as an expert and is accountable for the delivery of full service and support including helping customers and potential customers to get their online application for products and services completed and 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.

• Responding independently to email and chat 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 Client Experience 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, Trade Pro, Mobile)

• 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, Sales & Partnerships, Regulatory and Business Risk, Product, etc.)

• 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

• Recognizing and appropriately actioning quality opportunities

• 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 touch bases, team meetings, encouraging the generation of new ideas and approaches and actively sharing knowledge and experience to enhance the development…