Requisition ID: 269932
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Purpose
Contributes to the overall success of the Specialized Wealth Management Department in Canada ensuring
specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies
and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies
and procedures.
Accountabilities
- Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships,
systems and knowledge.
- Know the regulations and standards governing the mutual fund industry, including policies specific to Scotia Securities
Inc. (SSI), the Canadian Investment Regulator Organization (CIRO).
- Developing and maintaining a detailed knowledge base and understanding of assigned products, services and the
various digital channels customers may choose to bank.
- Accurately resolving customer problems falling within approved authority limits or referring the customer to the
appropriate source as described in the Bank’s Complaint Resolution Standards and Procedures.
- Providing customers and applicable business partners with account information by accessing the Bank’s on-line records
and systems.
- Recognizing and acting on opportunities for business retention and reinforcing the customer relationship with the Bank
through the application of the Customer Experience Model.
- Developing effective questioning skills conducive to gathering customer information accurately and comprehensively.
This includes asking probing questions and listening, to ensure efficient call handling and call resolution
- Documenting and controlling all required follow-ups or escalations.
- Maintaining pending files and taking appropriate action to resolve files for areas of responsibility including the regular
review and count of outstanding items.
- Actively participating in queue maintenance through call responses on escalated and referral calls
- Liaising with various parties (i.e. branches, third-party service providers, etc.) as required to fully satisfy customer issues
in a timely fashion.
- Ensuring that policies and procedures are adhered to within authorized limits.
- Satisfying customer needs using the Customer Experience Model and by leveraging knowledge of the Bank’s services
and products
- Recognizing quality referral opportunities
- Presenting knowledgeable advice-based solutions and following through
- Utilizing Next Best Activities (NBA’s) to build a stronger relationship with the customer
- Creating a digital culture by promoting Digital Channels including Scotia Online, Mobile and Mobile Wallet and Apple
Pay etc.
- Operating at optimal efficiency of the Centre by ensuring productivity goals are attained
- Minimizing risk and losses by knowing and adhering to Scotiabank’s policy, authentication procedures and key controls
- Adhering to all company/department policies, procedures and audit requirements
- Prioritizing and processing customer requests (i.e. inquiries, transactions, case work) in a timely and efficient manner
- Maintaining the confidentiality of customer information and ensuring all transaction is compliant and that full disclosure
is provided, and all relevant scripts are read verbatim on all calls
- Strictly adhering to schedules thereby ensuring prompt customer service and response time
- Learning and embracing new procedures, technologies, and processes
- Participating in and supporting change initiatives for the team and the Centre
- Contributing to effective team morale and employee relations through positive interaction with team members and
participating in the Applause program
- Providing exemplary service to achieve customer satisfaction levels as benchmark by Medallia (PULSE/NPS), market
fact standards;
- Ensuring me@scotiabank profile is up to date with current Development Plan, working with the manager in the
identification of skills, behaviours and competencies required to achieve goals
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions. •
Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values,
its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of
day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and
conduct risk.
- Champions a high-performance environment and contributes to an inclusive work environment.
Education / Experience
- Requires thorough knowledge of the investment and loan products and the Bank and of the
appropriate policies, legislation and taxation regulations.
Dimensions
- Connect with up to 40 Customers daily
- Customer base is National (Canada)
- 6 Systems used in role
Location(s): Canada : Ontario : Scarborough
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. 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.
