City : Montreal, QC, CA, H3B4G7

Category : Researcher Support Administrators

Industry : Finance

Employer : Scotiabank

Requisition ID: 144135

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

You will have the opportunity to…

• Interact with customers via phone and in writing to provide effective customer service in response to inquiries and/or issues regarding accounts and related issues
• Analyze accounts, determine and initiate appropriate follow-up and respond to customers’ needs
• Strive to meet or exceed performance standards set by the department on a daily basis in an inbound call-center environment
• Research and primary analysis aiming to resolve account-related issues and/or provide effective customer service in response to inquiries and/or complaints received from the CRC Specialists and customers
• Communicate and interact with customers mainly via written communication
• Perform the necessary follow-up to ensure service level standards are met and issues and trends are communicated to CRC Management in a timely manner. 
• Provide ongoing support to the employees of the Customer Relations Center enhance their skills via training partnership.
• Increase and ensure the continuation of the product & policy knowledge within the CRC department
• Monitor our internal & external customers receive precise/accurate information consistently in a confident manner.

Key Responsibilities:

• Receive and respond to all customer inquiries and issues relating to fund and account details
• Interface with other departments to ensure customers’ requests are being processed in a timely manner
• Conduct preliminary analysis on research requests
• Act as a liaison between clients, Contact Centre employees, Centre of Excellence (subject matter expert)
• Escalate and communicate any customer concerns/issues to immediate Supervisor
• Perform follow-up calls to clients in order to inform them of the status of their requests
• Maintain familiarity with policies and procedures of the department
• Receive, review, analyze, research, relay, and/or transmit all requests received by the Specialists based on established time-frames in the Service Standards Dispatch Procedures
• Resolve Pending SRs for absent CRC Employees to meet timeline
• Adhere to work schedule shared between the Contact Centre and RSD
• Communicate relevant information received by the COEs to the contact center via SharePoint announcements
• Develop, maintain, communicate, write and coordinate training manuals and training tools, as well as maintain a central repository of information
• Maintain knowledge of Dynamic’s products and fund operations
• Ensure team members are meeting expectations and provide effective training partnership  and communicate areas which require training or coaching
• Dispatch incoming fax messages to the appropriate CRC member
• Act as a resource person by assuring proper field selection of service requests; document, provide information and support the Specialists as per Service Standards, Help Desk & Support  lines and Supervisor/Management Review
• Work closely with the Information Technology department for system development and improvements
• Act as a resource in situations requiring special attention and/or trouble-shooting
• Receive incoming service requests via OOD or e-mails from CRC, Sales, service@dynamic.ca, as well as write letter requests from CRC members to clients and other Centre of Excellence members; review, analyze, research and resolve the issues addressed
• May be required to work on statistical information, whether to assess training needs or measure service standards;
• Will be regularly involved in special projects to improve service and performance standards

Skills and Experience:

• College Diploma or over 1 years work experience in a mutual funds operation or client services environment
• Financial related University degree an asset
• CSC/ IFIC certification definite asset
• Bilingual (French & English) is essential
• Ability to write clearly and concisely in French & English is essential
• Ability to read and understand written and oral instructions (English & French)
• Knowledge of MS Office
• Excellent knowledge of industry databases; IFAST, OOD, AWD
• Excellent customer service and communication skills
• Ability to work independently and cooperatively as a team
• Ability to listen, understand and handle customer inquiries, problems or complaints in a timely manner
• Excellent organizational and analytical skills
• Good problem-solving and time management skills
• Ability to make decisions quickly and accurately
• Excellent flexibility and change management skills
  • Demonstrates interest to learn
  • Ability to work in a fast-paced environment
  • Ability to organize tasks and time to ensure timely completion of work
  • Ability to understand and follow the established work processes and procedures
  • Ability to take initiative, analyze requests and research solutions

 As the successful candidate for this contract role you will have the opportunity to:

• • Be part of an industry recognized leader in the wealth management business
  • Be rewarded with our highly competitive compensation package
  • Be a participant in a variety of community involvement programs

Location(s):  Canada : Quebec : Montreal 

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. If you require technical assistance, please click here. 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.