Bilingual Partnership Service Associate, Scotia iTRADE - Montreal, Quebec

Only for registered members Montreal, Quebec, Canada

4 weeks ago

Default job background
As member of the Sales & Partnerships Team the Partnership Service Associate is primary point of contact for Scotiabank partners requiring assistance on behalf of Scotia iTRADE clients. The incumbent proactively adheres to business line strategy promoting client focused culture directly contributing to overall success and profitability of business. Key responsibilities include resolving partner and client inquiries efficiently effectively maintaining surpassing Scotia iTRADE service standards responding independently telephone inquiries processing partner and client requests accurately documenting controlling required follow-ups or escalations strictly adhering schedules ensuring prompt client service response time participating actively in Partnership Services Sales queue maintenance through efficient call response times after work call prioritization workload acquiring maintaining detailed knowledge internal platforms understanding policies processes products services contributing onboarding client acquisition Customer Focus Results Focus expert onboarding iTRADE clients adopting consultative approach targeted conversation products services associated offers relevant clients taking full responsibility all client inquiries concerns complaints directed them resolving those matters within discretion satisfaction Bank Complaint Resolution Standards Procedures achieving KPI targets uncovering client needs providing solutions telephone email selected assigned clients implementing Customer Experience Model adhering Global Sales Principles during interactions developing questioning skills conducive gathering accurate comprehensive long term Scotia iTRADE relationships acquirmaintaining detailed knowledge Scotia iTRADE products services policies procedures respond appropriately inquiries ensure proper queue management maintained so transactions processed timely manner using discretion correct problems resulting high level satisfaction completing updates corrections adjustments accounts authorized limits exercising discretion approved authority limits correcting problems promptly indefensibly escalating Manager understanding how Banks risk appetite risk culture considered day-to-day activities decisions actively pursuing effective efficient operations respective areas accordance with Scotiabank Values Code Conduct Global Sales Principles ensuring adequacy adherence effectiveness day-to-day business controls meet obligations operational compliance AMLATF sanctions conduct risk building effective working relationships team various business lines corporate functions facilitating culture open honest communication actively participating contributing ITBs team meetings encouraging generation new ideas approaches sharing knowledge experience enhance development all team members developing executing meaningful employee development plan participating supporting change initiatives while learning embracing new procedures technologies processes Success determined incumbents ability achieve service quality standard delivered partners clients sales growth targets Scotia iTRADE products throughout internal external distribution channels line with Global Sales Principles Key KPIs include call volume average handle time new accounts asset acquisition service quality incumbent works Contact Centre environment complete flexibility cover evening shifts required based business needs volumes including statutory holidays.
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