As a member of the Trading and Service Team, the Contact Centre Support Specialist primarily supports Scotia iTRADE contact centre teams with complex issues, including investigations, follow ups, account maintenance related enquiries, and client requests. They also work closely with partners, assisting with timely callouts to clients for in-scope requests.

The Contact Centre Support

Specialist will provide prompt, accurate, and high quality professional service, while ensuring that call quality standards are met and that a high level of client focus is always demonstrated.

The Contact Centre Support

Specialist is also responsible for identifying trends for coaching/training opportunities as well as co-facilitating rollout of training material to the contact centre teams. Responsible for resolving client inquiries efficiently and effectively, maintaining and surpassing Scotia iTRADE service standards and striving to achieve First Call Resolution by: Responding independently to telephone and email inquiries and taking action to fully address inquiries by presenting knowledgeable and sound solutions Processing and actioning all types of requests at the highest quality and within pre-set service level agreement Support contact centre teams on Account Maintenance-related enquiries Accurately and efficiently documenting and controlling all required follow-ups or escalations Strictly adhering to schedules, thereby ensuring prompt client service and response time Remain current and knowledgeable about new or changing processes, product & services, and digital platforms (e.g. Conduct 2nd level investigations from contact centre teams Completing updates,



corrections and adjustments to client accounts within authorized limits Maintain expert knowledge of account maintenance and regulatory documentation Identify training and coaching opportunities for contact centre teams and assist in creating future training curriculum Identify process improvement opportunities in improving operational efficiency and agent productivity to better enhance client experience Work on special projects as assigned Comply and adheres to all the Scotia iTRADE and Industry Regulatory policies, guidelines, and practices that regulate the Scotia iTRADE Contact Centre by: Minimizing risk and losses by knowing and adhering to policies, procedures and key controls. If CIRO licensed, ensure necessary continuing education requirements are met Recognizing and appropriately actioning quality opportunities Building effective working relationships across the team and with various business lines and corporate functions Participating in and supporting change initiatives for the team and the Contact Centre Expert level knowledge of the discount brokerage industry, inclusive of but not limited to: Account Opening &

• Maintenance, Registered Products, Brokerage Transfers, and Cash Management policies & procedures Broad investment product knowledge in Equities, Fixed Income &

• Mutual Fund Securities Intense attention to detail,



initiative and flexibility and ability to recognize risk to the firm Ability to prepare and deliver presentations to Contact Centre staff and Management team Capable of setting and meeting realistic time frames and completing work and achieving results Knowledge of back-office functionalities Demonstrated self-starter and forward thinking with the ability to provide recommendation on future improvement to drive positive results for the contact centre Computer literacy: Database Management &

• Date Analysis and working knowledge of Microsoft Office Suite applications: Word, Excel, PowerPoint, Outlook, and OneNote Language skills considered an asset: Cantonese, Mandarin, French IIROC licensed as an IR is an asset (DFOL?) The incumbent works in a standard Contact Centre environment, hence complete flexibility to cover evening &

• Saturday shifts is required. The incumbent is expected to work independently within the boundaries of existing business policies and guidelines. The incumbent is expected to achieve Service quality, Productivity &

• Recent business targets. The incumbent must be able to rapidly respond to escalated issues that require quick decision making based on an awareness of major events occurring in the market, so as to respond to inquiries in an intelligent and informed fashion. Proficiency in both French and English, written and spoken, is an asset.

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. 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.

📌 Contact Centre Support Specialist, Scotia iTrade (Toronto)
🏢 Scotiabank
📍 Toronto