Investment Associate,Scotia iTRADE Job Toronto area,Ontario Canada,Customer Service/HelpDesk

Position: Investment Associate, Scotia iTRADE ON

Requisition

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

The Investment Associate will provide day-to-day customer services and trading support for our High Value clients. The incumbent will be responsible for interacting with these clients on an advanced level to respond to inquiries on an ongoing basis, ensuring clients are consistently provided an exceptional experience. The incumbent will respond to inquiries related to Scotia iTRADE accounts, including troubleshooting advanced technical problems, providing product and service literature upon request, and researching inquiries.

The incumbent will also be responsible for spotting business/sales opportunities within their daily interaction. As such growth of client assets and new accounts will be key accountabilities for the Investment Associate.

The incumbent will proactively adhere to the business line strategy of promoting and providing a customer-focused culture, directly contributing to the overall success and profitability of the business. He/she will have a thorough knowledge of market conditions, products and services, industry rules, regulations and procedures.

Major Accountabilities:

Providing industry leading client experiences by:

Answering advanced client service and trade related inquiries in a fast-paced technology-based environment and communicating advanced concepts clearly and effectively

Liaising and collaborating with Management and colleagues to identify issues/trends, recommending solutions and executing solutions effectively

Ensuring timely and prompt submission of client instructions and customer follow-up

Proactively placing outbound calls including, but not limited to, margin calls, return mail, retention, and short sale buy backs.

Liaising with internal departments (e.g. Order Management, Settlements, Credit, Compliance etc.) and external vendors (e.g. Executing Brokers) to ensure proper handling of client orders

Actively providing value-added client service, ensuring that every client experience meets or exceeds Scotia iTRADE’s service standards

Demonstrate resourcefulness by collaborating with other departments to ensure client service needs are properly met.

2. Foster and emphasize a sales environment with a focus on growing the business and retaining clients:

Understanding client trading needs, in order to increase trading activity by identifying referral and cross-sell opportunities, with the intent to grow assets under management

Developing and maintaining a full knowledge and understanding of Scotia iTRADE products and services, and an awareness of competitor products and services.

Successfully completing cross-selling activities with clients to create deeper customer relationships, resulting in improved customer profitability and retention

Using strong negotiation skills to create Non-Standard Agreements with reduced rates for commission, interest rates or other incentives to increase assets under management and trading activity

Retaining clients through innovative solutions and thorough analysis of client’s accounts

3. Assist in maintaining the effective operation of Scotia iTRADE:

Ensuring that service level objectives for productivity and quality are achieved. Effectively work as part of the team to manage client wait times and abandons to ensure that service levels exceed target

Ensuring the timely escalation of issues to Management and/or applicable departments with appropriate recommendations

Ensuring familiarity with your role in a Business Continuity Plan outage

Collaborating with Managers to identify system issues and enact back-up procedures as necessary

Actively adhering to all Guidelines for Business Conduct and Privacy policies

Ensuring that service level objectives for productivity and quality are achieved

Ensuring client complaints are handled in accordance with compliance guidelines

Placing equity, option, fixed income and mutual fund orders pursuant to firm and industry policies and procedures

From time to time, leading or assisting with monitoring of customer communications of all types

Creating proposals and recommendations for quality improvements and policies based on customer and business needs, trends, new business, or product launches; projects as assigned

4. Minimize risks to the business by:

Identifying and resolving trading discrepancies efficiently and accurately

Developing familiarity in areas including money laundering, anti-terrorist financing and privacy laws

Adhering to and ensuring compliance with Know Your Customer requirements

Acting quickly to alleviate errors and reduce firm exposure

Reviewing approved order and status orders to appropriate exchanges and vendors

Corresponding with clients and resolving client escalations via telephone on an advanced level

Contribute to the effective functioning of SiT by:

Building effective working relationships across the team and with various business lines and corporate functions

Facilitating a culture of open and honest…


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