Requisition ID: 223857
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose of Job:

The Investment Associate will provide day to day customer services and trading support for our High Value clients. The incumbent will be responsible for interacting with these clients on an advanced level to respond to inquiries on an ongoing basis, ensuring clients are consistently provided an exceptional experience. The incumbent will respond to inquiries related to Scotia iTRADE accounts, including troubleshooting advanced technical problems, providing product and service literature upon request, and researching inquiries.

The incumbent will also be responsible for spotting business/sales opportunities within their daily interaction. As such growth of client assets and new accounts will be key accountabilities for the Senior Investment Representative.

The incumbent will proactively adhere to the business line strategy of promoting and providing a customer focused culture, directly contributing to the overall success and profitability of the business. He/she will have a thorough knowledge of market conditions, products and services, industry rules, regulations and procedures.
Major Accountabilities:

1. Providing industry leading client experiences by:

• Answering advanced client service and trade related inquiries in a fast paced technology based environment and communicating advanced concepts clearly and effectively
• Liaising and collaborating with Management and colleagues to identify issues/trends, recommending solutions and executing solutions effectively
• Ensuring timely and prompt submission of client instructions and customer follow-up
• Proactively placing outbound calls including, but not limited to, margin calls, return mail, retention, short sale buy backs and quarterly touch bases with book of clients
• Liaising with internal departments (e.g. Order Management, Settlements, Credit, Compliance etc.) and external vendors (e.g. Executing Brokers) to ensure proper handling of client orders
• Actively providing value-added client service, ensuring that every client experience meets or exceeds Scotia iTRADE's service standards
• Demonstrate resourcefulness by collaborating with other departments to ensure client service needs are properly met.

2. Foster and emphasize a sales environment with a focus on growing the business and retaining clients:

• Understanding client trading needs, in order to increase trading activity by identifying referral and cross-sell opportunities, with the intent to grow assets under management
• Developing and maintaining a full knowledge and understanding of Scotia iTRADE products and services, and an awareness of competitor products and services.
• Successfully completing cross-selling activities with clients to create deeper customer relationships, resulting in improved customer profitability and retention
• Using strong negotiation skills to create Non Standard Agreements with reduced rates for commission, interest rates or other incentives to increase assets under management and trading activity
• Retaining clients through innovative solutions and thorough analysis of client's accounts

3. Assist in maintaining the effective operation of Scotia iTRADE and the HNW team:

• Ensuring that service level objectives for productivity and quality are achieved. Effectively work as part of the HNW team to manage client wait times and abandons to ensure that service levels exceed target
• Ensuring the timely escalation of issues to Management and/or applicable departments with appropriate recommendations
• Ensuring familiarity with your role in a Business Continuity Plan outage
• Collaborating with Managers to identify system issues and enact back-up procedures as necessary
• Documenting work flow metrics including daily/weekly/monthly reports as required
• Actively adhering to all Guidelines for Business Conduct and Privacy policies
• Ensuring that service level objectives for productivity and quality are achieved
• Ensuring client complaints are handled in accordance with compliance guidelines
• Placing equity, option, fixed income and mutual fund orders pursuant to firm and industry policies and procedures
• From time to time, leading or assisting with monitoring of customer communications of all types
• Creating proposals and recommendations for quality improvements and policies based on customer and business needs, trends, new business, or product launches; projects as assigned

4. Minimize risks to the business by:

• Identifying and resolving trading discrepancies efficiently and accurately
• Developing familiarity in areas including money laundering, anti-terrorist financing and privacy laws
• Adhering to and ensuring compliance with Know Your Customer requirements
• Acting quickly to alleviate errors and reduce firm exposure
• Reviewing approved order and status orders to appropriate exchanges and vendors
• Corresponding with clients and resolving client escalations via telephone, written format, and or social media on an advanced level

1. Contribute to the effective functioning of SiT by:

• Building effective working relationships across the team and with various business lines and corporate functions
• Facilitating a culture of open and honest communication by actively participating and contributing to touch bases, team meetings, encouraging the generation of new ideas and approaches and actively sharing knowledge and experience to enhance the development of all team members
• Developing and executing a meaningful Employee Development Plan

Education:

• Required: Canadian Securities Course (CSC), Conduct and Practice Handbook (CPH), Derivative Fundamentals Course (DFC), Options Licensing Course (OLC)
• Required: University degree or work equivalency

Work Experience:

• Minimum 3-4 years of trading experience, and minimum 2 years Options trading experience.
• Industry experience preferably in a customer service or sales role

Required Knowledge/Skills:

• Excellent written and oral communication skills, presentation and interpersonal skills
• Broad investment product and capital markets knowledge
• High degree of flexibility required to adapt to a wide variety of tasks and functions associated with position
• Familiarity with the fundamentals and techniques of stock, option and fixed income trading
• Strong attention to detail; ability to set and achieve goals and work independently
• Ability to exercise discretion; ability to manage multiple concurrent projects
• Demonstrated PC skills including familiarity MS Office; working knowledge of investment data systems
• Knowledge of back office functions and securities settlements process
• Ability to learn new tasks quickly and accurately
• Highly adaptive and excellent time management skills and the ability to prioritize workloads
• Exhibit excellent negotiating techniques and the ability to influence and motivate others

Preferred:

• Bilingualism is an asset (French, Mandarin, Cantonese)
• Previous discount brokerage experience

"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."

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.