Bilingual Partnership Service Associate, Scotia iTRADE Montreal

Position: Bilingual Partnership Service Associate, Scotia iTRADE  Montreal

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Requisition

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

Purpose

As a member of the Sales & Partnerships Team, the Partnership Service Associate is the primary point of contact for Scotiabank partners requiring assistance on behalf of Scotia iTRADE clients. The Partnership Service Associate provides prompt, accurate and professional service to both branch partners and clients, while ensuring that call quality standards are met, and a high level of client focus is always demonstrated.

Furthermore, they’re responsible for supporting client acquisition through inbound sales channel, leads via telephone or email for new accounts and account funding contributing to driving business growth. They are an expert in onboarding clients and in providing a high standard of professional and personalized client experience consistent with our Scotia iTRADE business priorities.

The associate is also responsible for introducing our partners and clients to additional service offerings by identifying and initiating cross-sell and referral opportunities.

The incumbent proactively adheres to the business line strategy of promoting a client focused culture, directly contributing to the overall success and profitability of the business.

Accountabilities Responsible for resolving partner and client inquiries efficiently and effectively, maintaining, and surpassing Scotia iTRADE service standards by:

• Responding independently to telephone inquiries and taking action to fully address inquiries by presenting knowledgeable solutions & following through.
• Processing partner and client requests (inquiries, transactions, case work, account openings, asset transfers) in a timely and efficient manner.
• Accurately and efficiently documenting and controlling all required follow-ups or escalations
• Strictly adhering to schedules, thereby ensuring prompt client service and response time
• Participating actively in Partnership Services & Sales queue maintenance through efficient call response times, after work call and prioritization of workload.
• Acquiring and maintaining a detailed knowledge of internal platforms, and an understanding of policies, processes, product & services.

Contribute to onboarding and client acquisition (Customer Focus / Results Focus):

• Expert in onboarding iTRADE clients by adopting a consultative approach and having a targeted conversation about the products, services and associated offers that are relevant to the client.
• Accountable for transitioning new and existing clients to an appropriate service channel for ongoing relationship management upon completion of initial onboarding activities.
• Take full responsibility for all client inquiries, concerns and complaints directed to them by resolving those matters within their discretion to the client’s satisfaction as set out in the Bank’s Complaint Resolution Standards and Procedures.
• Achieve Key Performance Indicator (KPI) targets, uncover client needs and provide solutions via telephone or email to selected assigned clients. Implementing the Customer Experience Model and adhering to the Global Sales Principles during client interactions.
• Develop effective questioning skills conducive to gathering client information accurately and comprehensively to enable long term Scotia iTRADE client relationships. This includes asking probing questions, listening, explaining features and benefits and handling objections in accordance with the Customer Experience model.
• Acquire and maintain a detailed knowledge of Scotia iTRADE products and services as well as the policies and procedures necessary to respond appropriately to client inquiries.
• Ensure proper queue management is maintained so client transactions can be processed in a timely manner.

Uses discretion to correct problems that result in a high level of client satisfaction by:

• 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.
• Understands how the…