| Purpose The Scotia iTRADE Senior Sales Associate contributes to the overall success of the Sales & Partnerships team in Canada, ensuring specific individual goals and initiatives are delivered in support of the team's business strategies and objectives. The associate ensures all conducted activities are in compliance with governing regulations, internal policies and procedures. As a member of Scotia iTRADE's Sales & Partnerships team, you are responsible for onboarding an assigned list of client leads via telephone or email for new accounts and account funding contributing to driving business growth. you are also responsible for managing all inbound telephone calls or emails from existing and new clients for account openings and brokerage transfers. You are an expert in onboarding clients and in providing a high standard of professional and personalized client experience consistent with our Scotia iTRADE business priorities. Your primary accountabilities include acquisition of new online brokerage accounts, delivering exceptional client onboarding and supporting all targeted campaign sales efforts to increase business growth. Accountabilities - Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
- Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions
- Actively pursue effective and efficient operations of their respective areas in accordance with Scotiabank's Values, its Code of Conduct and Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
- Champion a high-performance environment and contributes to an inclusive work environment
Building Strategic Relationships: - Collaborate with key Bank partners to execute client acquisition and engagement strategies that will deepen client relationships across the bank
- Develop and implement structured outbound calling strategies according to agreed upon growth objectives
- Initiate sales opportunities by supplementing sales activities during high demand periods and campaigns, acting as a product line expert to clients and internal partners
- Contribute to the implementation of Scotia iTRADE marketing strategies (under the direction of the Manager) to maximize opportunities for business growth
Customer Focus / Results Focus (Scotia iTRADE client acquisition): - Expert in onboarding iTRADE clients by adopting a consultative approach and having a targeted conversation about the products, services and associated offers that are relevant to the client
- Accountable for transitioning new and existing clients to an appropriate service channel for ongoing relationship management upon completion of initial onboarding activities
- Take full responsibility for all client inquiries, concerns and complaints directed to them by resolving those matters within their discretion to the client's satisfaction as set out in the Bank's Complaint Resolution Standards and Procedures
- Responsible for handling high net worth clients, complex accounts including corporate and trust accounts in a timely manner
- Achieve sales targets, uncover client needs and provide solutions via telephone or email to selected assigned clients. Implementing the Customer Experience Model and adhering to the Global Sales Principles during client interactions
- Develop effective questioning skills conducive to gathering client information accurately and comprehensively to enable long term Scotia iTRADE client relationships. This includes asking probing questions, listening, explaining features and benefits and handling objections in accordance with the Customer Experience model
- Acquire and maintain a detailed knowledge of Scotia iTRADE products and services as well as the policies and procedures necessary to respond appropriately to client inquiries
- Ensure proper queue management is maintained so client transactions can be processed in a timely manner
Communication: - Demonstrate active listening to enable accurate capture of client information while comprehensively recognizing and resolving client needs to their satisfaction.
- Develop and maintaining an awareness of competitors' products, services, and marketing initiatives; and being able to articulate how Scotia iTRADE products/services provide superior value.
- Process client requests (inquiries, transactions, onboarding) in a timely and efficient manner.
- Maintain the confidentiality of the client information and ensuring all transactions are compliant.
Personal Development and Team Mindset: - Take ownership of their Personal Development Plan, working with the manager to develop skills, behaviours and competencies required to achieve goals
- Contribute to effective team morale and employee relations through positive interaction with peers, Sales & Partnerships team, as well as management
- Participate and supporting change initiatives with the team while learning and embracing new procedures, technologies and processes.
Education / Experience
- Bilingualism (French and English)
- University degree or work equivalency.
- Sales Contact Centre experience preferred
- Successful completion of Canadian Securities Course license is preferred
- Thorough understanding of Scotia iTRADE products, process, policy and services to be able to provide a high level of service & support while displaying confidence & expertise
- Familiar with Wealth Management and Banking industry competitor offerings and products
- Thorough understanding of the roles, responsibilities, resources and processes of branch and wealth management partners.
- Minimum of 2 years industry experience in a sales, relationship, or account management role.
- Expert verbal communication and presentation skills and the ability to disseminate key ideas and information to clients and partners.
- Expert interpersonal and negotiation skills are essential
- Extremely proactive, can work well independently or in a team setting and demonstrates a high degree of perseverance
- Experience working with standard Microsoft Office applications (i.e. Excel and PowerPoint) Salesforce and other related CRM platforms.
"Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English in addition to French because they will be required to work closely with other groups from head office who operate primarily in English and they will serve and English-speaking clientele." |
