Requisition ID: 195225
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Purpose
The Senior Operations Representative (Bilingual) will provide day-day processing coverage of a variety of high-volume brokerage operational financial and non-financial transactions as well as ensuring integrity of client information and balances. Operational knowledge required in this role may include but is not limited to Client Onboarding, Account Management, Certificate and Cheque Deposits, Regulatory Documentation, Brokerage Transfers, Cash Management & Registered Products.
The successful candidate will demonstrate thorough knowledge of compliant operational processes and procedures to provide accurate information and solutions when responding to internal and external customer inquiries and issues. They will possess proficient telephone, email and written communications skills when corresponding with clients, iTRADE colleagues or internal/ external partners.
Accountabilities
1. To ensure the efficient and effective handling of operational / administrative financial and non-financial transactions on behalf of iTRADE brokerage clients:
2. To ensure a superior level of client experience:
3. To actively collaborate with internal staff and support departments to ensure that business needs are met:
4. To minimize potential risk and harm for the business:
Education/Work Experience/Designations
Dimensions:
The incumbent will work independently within the boundaries of existing business policies and guidelines. He / she is expected to demonstrate a high level of competency by processing high volumes of financial or non-financial transactions, responding to internal and client inquires and working on ad hoc projects as required.
The incumbent will escalate complex issues / situations to their Team Manager or Manager as necessary. The incumbent does not have the authority to override policy without Manager approval.
The incumbent must demonstrate strong communication skills so that he / she can effectively provide detailed information to various departments.
The incumbent must exercise judgment in the prioritization of his / her workload. The incumbent must adhere to processing deadlines (within established SLA), such that customer satisfaction / processing efficiency levels are met and maintained.
Working Conditions:
Due to the fast-paced nature of the business, numerous factors can attribute to a high level of mental stress in this position including volatile financial markets, new strategic initiatives and service centre needs that may spontaneously arise. This position is physically stationary (primarily phone, meetings, computer-based). There is every day / regular use of PC and internet technologies. The incumbent must be able to manage multiple interruptions from staff, other departments, branches etc, while at the same time maintaining his / her workload.
The incumbent must be able to rapidly respond to inquiries in an intelligent and informed fashion.
Multiple often conflicting priorities, aggressive delivery or problem resolution lead time and highly valuable, highly sensitive customer relationships.
Location(s): Canada : Ontario : Toronto || Canada : Ontario : Ottawa || Canada : Quebec : Montreal
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 click here. 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.