Bilingual Senior Operations Representative
Scotiabank
- Toronto, ON
- Permanent
- Full-time
- Ensure transaction requests are completed within SLA and in compliance with 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 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 client and internal requests, transfers and / or conversions (which will vary in dollar amount and difficulty)
- Develop and maintain a robust knowledge of department and business policies
- Successful completion of industry or business line courses/ skill-building sessions as approved by manager, to ensure an up to date knowledge of industry policies and procedures
- Respond to inquiries from clients and other teams/business partners in an informed, efficient manner, within established SLAs
- Efficiently resolve complaints and errors, using proper judgement to refer complex issues or escalations to your 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
- Actively review policies and procedures posted on WealthNet and Quick Agent and request revisions to procedures as necessary to ensure current, accurate information at all times
- Actively participate in 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
- Pro-actively investigate and follow up on inquiries or escalations and refer to Manager as necessary
- Collaborate with colleagues within iTRADE or other partners across the Bank to ensure client request are responded to effectively and efficiently.
- Participate actively in team learning, development and team performance activities including team meetings and coaching sessions
- Investigate and follow up on inquiries as required, collaborate with compliance, legal, management, etc as required
- Provide reports and statistical information to management and / or other departments as required
- Ensure thorough knowledge and understanding in areas including anti-money laundering, anti-terrorist financing, privacy laws, compliance, legal requirements, Know Your Customer, firm / industry policies and procedures, etc
- Act quickly to alleviate errors and reduce firm exposure
- 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 investment Industry by escalating all complaints and /or potential risk
- Fully bilingual in English and French
- Post-secondary education
- 2+ years industry experience
- Canadian Securities Course (CSC) and Conduct and Practice handbook (CPH) an asset
- Prior knowledge of the securities / brokerage operations including areas such as Client Onboarding, Brokerage Transfers, Cash Management and Regulatory Documentation
- Prior knowledge of financial industry policies and regulations including AML, Privacy, KYC and CASL
- Strong organization, problem solving, customer service and communications skills
- Strong time management skills to ensure Service Levels are always maintained
- Ability to work with computer-based platforms and applications
- Knowledge of AS400, Broadridge, SCORE, WebPost, OAM/ICON or STAR an asset
- Ability to work in a fast-paced environment where volumes are directed by market activity, customer demands and seasonal peaks
- Ability to work with others under a self managed team structure showing concern and understanding for the needs of customers and staff
- Ability to set and achieve goals, with guidance and coaching from management
- Ability to exercise discretion with sensitive information
- Demonstrated PC user skills including word processing, MS Office, spreadsheets, and database management
- Ability and desire to learn new tasks willingly
- Strong organizational, problem solving and communication skills
- Open office environment with constant background noise
- High call volumes, with customers becoming very agitated as on-hold times rise
- Concentrated use of sight and hearing when reviewing documentation / reports / preparing various financial documents
- Flexibility of hours is a typical requirement for this position. (Beyond the traditional 9-5 workday, sometimes including evening / weekend work depending on business volume).