OLB Operations Representative, Business Line:Wealth Management, Online Brokerage

Purpose

The Operations Representative will provide day‑to‑day processing coverage of a variety of high‑volume brokerage operational, financial and non‑financial transactions while ensuring the integrity of client information and balances. Operational knowledge required may include, but is not limited to, Client Onboarding, Account Management, Document Processing, Certificate and Cheque Deposits, Regulatory Documentation, Brokerage Transfers, Cash Management and Registered Products.

• 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 while reporting any 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).
• Respond to inbound inquiries from the Call Centers in an informed, productive manner within established SLAs.
• Efficiently resolve complaints and errors, using proper judgment 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.
• Actively collaborate with internal staff and support departments to ensure business needs are met.
• Actively participate in a team learning through cross‑training, development 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 the Team Manager or Manager as necessary.
• Collaborate with iTRADE Call Centers or other partners across the Bank to ensure client requests are responded to effectively and efficiently.
• Provide reports and statistical information to management and/or other departments as required.
• Develop familiarity in areas including money laundering, anti‑terrorist financing, privacy laws, compliance, legal requirements, Know Your Customer, etc.
• Act quickly to alleviate errors so that firm exposure/risk is reduced.
• Adhere to the Guidelines for Business Conduct and Privacy Code, maintaining confidentiality of customer information at all times.
• 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 recurrence of error/problem situations.

• Post‑secondary education.
• 1–2 years of industry experience.
• Canadian Securities Course (CSC) and Conduct and Practice handbook (CPH) are an asset.
• Prior knowledge of securities/brokerage operations including Client Onboarding, Brokerage Transfers, Cash Management and Regulatory Documentation.
• Prior knowledge of financial industry policies and regulations including AML, Privacy, KYC and CASL.
• Proficiency in French is an asset.
• Strong organization, problem‑solving, customer service and communication skills.
• Robust time‑management skills to ensure service levels are always maintained.
• Ability to work with computer‑based platforms and applications.
• Knowledge of AS400, Broadridge, SCORE, Web Post, OAM/ICON or STAR is an asset.
• Ability to work in a fast‑paced environment where volumes are dictated by market activity, customer demands and seasonal peaks.
• Ability to work with others under a self‑managed team structure showing concern and understanding for the needs of customers and staff.
• Ability to set and achieve goals with guidance and coaching from management.
• Ability to exercise discretion with sensitive information.
• Demonstrated PC user skills including word processing, MS Office, spreadsheets and database management.
• Willingness to learn new tasks.

Toronto, Ontario, Canada