Bilingual Client Service Representative

Requisition

Join a purpose driven winning team, committed to results, in an inclusive and high‑performing culture. Contributes to the overall success of the Digital Channels, Wealth Services in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies, and procedures.

Reporting to the Manager, Client Services, as a Client Service Representative, you will be responsible for responding to and providing timely and efficient resolution to client telephone, email, and online chat inquiries in both official languages. Your role will also involve performing online registration, password resets and account deactivation ensuring strict adherence to both MD security protocols and client confidentiality.

• Initiate opportunities for cross‑selling and referrals, and support outbound campaigns.
• Be accountable for delivering a superior client experience – one predicated on building trusted relationships and collaborating with peers across the organization.
• Lead the identification and troubleshooting of web issues that require advanced technical support.
• Contribute to the overall success of the Client Services team by leading by example relative to the achievement of departmental goals, policy and procedure compliance and meeting or exceeded service level agreements.
• Be accountable for developing and maintaining detailed knowledge relative to MD products and services.
• Maintain and monitor outstanding inquiries and issues, ensuring that established service level standards are met, and appropriate solutions are identified to address administrative errors/problems.
• Actively identify and develop opportunities for client retention and lead generation.
• Have capability to work independently and as part of a broader team.
• Possess a high level of comfort in working in a high‑paced environment with multiple and often competing priorities.
• Have a dedication to ongoing learning – not only related to financial product and industry knowledge, but also other concerns that may impact our clients.
• Understand how the Bank’s risk appetite and risk culture should be considered in day‑to‑day activities and decisions.
• Actively pursue effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy adherence to and effectiveness of day‑to‑day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.

• University degree in business, commerce or equivalent.
• Front‑line experience within a contact center environment preferably in the financial services industry.
• Completion of the Canadian Securities Course (CSC) is considered an asset.
• Bilingual (English/French) is required.

Location(s):
Canada:
Ontario:
Ottawa

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 . 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.