Requisition ID: 146629
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Purpose of Job:
As a member of the Trading and Service Email and Click-to-Chat Team, the Customer Service Representative (CSR) is the primary point of contact for Scotia iTRADE clients through our inbound Contact Centre primarily via the Email and Chat communication channels using any of Scotia iTRADE’s Email addresses and WebPages (.COM and SOL). The CSR will provide prompt, accurate and professional service, while ensuring that email and click-to-chat quality standards are met and that a high level of client focus is demonstrated at all times.
Where appropriate, you will be required to take conversations off line and resolve them via telephone and/or e-mail promptly and effectively. The Email & C2C agent will act as an expert and is accountable for the delivery of full service and support including helping customers and potential customers to get their online application for products and services completed and is also responsible for introducing our clients to additional service offerings by spotting and initiating cross-sell and referral opportunities.
You will proactively adhere to the business line strategy of promoting a client focused culture, directly contributing to the overall success and profitability of the business.
Major Accountabilities:
1. Responsible for resolving client inquiries efficiently and effectively, maintaining, and surpassing Scotia iTRADE service standards and striving to achieve First Call Resolution by:
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