Job Description

#NIT001
Location Address: 40 King Street W 5th Floor - onsite 5x/week
Contract Duration: 6 months
Possibility of extension & conversion to FTE
Schedule Hours: 9am-5pm Monday-Friday; standard 37.5 hrs/week (Possible OT)
Story Behind the Need
Business group: Online Brokerage - Operations- the Client Account Administration team works to ensure the information/documentation of new clients to Scotia are valid and present upon opening of new accounts.
Project: The Operations Representative will provide day-to-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, Document Processing, 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.
Candidate Value Proposition:
The successful candidate will have the opportunity to work with a different teams within Scotia including branch level.
Typical Day in Role:
1. To 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 but reporting 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)

2. To ensure a superior level of customer experience and client experience:

• Emailing clients related to their account onboarding and updates
• Respond to inbound inquiries from the Call Centers in an informed, efficient manner, within established SLAs
• Efficiently resolve complaints and errors, using proper judgement 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

3. To actively collaborate with internal staff and support departments to ensure that business needs are met:

• Actively participate in a team learning through active cross-training, developmental 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 Team Manager or Manager as necessary
• Collaborate with iTRADE Call Centers or other partners across the Bank to ensure client request are responded to effectively and efficiently.
• Provide reports and statistical information to management and / or other departments as required

4. To minimize potential risk and harm for the business:

• Develop familiarity in areas including money laundering, anti-terrorist financing, privacy laws, compliance, legal requirements, Know Your Customer, etc
• Act quickly to alleviate errors such that firm exposure / risk is reduced
• Adhere to the Guidelines for Business Conduct and Privacy Code, demonstrating a full understanding of the legal implications of dealing with customer requests while all times maintaining the confidentiality of customer information

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 reoccurrence of error / problem situations
Candidate Requirements/Must Have Skills:
1) 2-4 years of Customer Service Experience
2) Experience with outbound client communication (emails particularly)
3) Experience with Microsoft Office Suites (Outlook)
4) Prior experience in a financial institution
5) Strong written communication skills
Nice-To-Have Skills:
1) Canadian Securities Course (CSC) and Conduct and Practice handbook (CPH) an asset
2) Prior knowledge of the securities / brokerage operations including areas such as Client Onboarding, Brokerage Transfers, Cash Management and Regulatory Documentation
3) Prior knowledge of financial industry policies and regulations including AML, Privacy, KYC and CASL
Education: Post Secondary
Best VS. Average Candidate: The ideal candidate would have prior experience in an FI and experience with outbound client communication.

Skills Required