Olb Operations Representative - Toronto, Canada - Scotiabank

Scotiabank

Verified Company

Toronto, Canada

2 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Requisition ID: 170868

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose

Key Accountabilities
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)

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

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

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
Proactively 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

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

Skills/Qualifications

CSC is an asset
Strong communication skills to effectively provide detailed information to various departments.
Exercise sound judgment in the prioritization of workload.
Adhere to processing deadlines (within established SLA), such that customer satisfaction / processing efficiency levels are met, and maintained.
Must be able to manage multiple interruptions from staff, other departments, branches etc, while at the same time maintaining his / her workload.
Must be able to rapidly respond to inquiries in an intelligent and informed fashion.
Ability to handle conflicting priorities, aggressive delivery or problem resolution lead time and highly valuable, highly sensitive customer relationships.

Location(s): Canada : Ontario : Toronto

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.