Requisition ID: 231190

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

The Client Associate is responsible for all aspects of the management and development of our High Value client relationship, through exemplary use of the client experience model and the highest standard of personal service.  

The incumbent will be responsible for managing all aspects of an assigned book made up of 1000+ of our high valued and top revenue generating clients. This includes handling all service and trading related inquiries, appropriately resolving client concerns while identifying and capitalizing on opportunities to grow the business. Through daily interactions with clients the incumbent will develop strong relationships and contribute to the business line by providing outstanding client experience and increased share of wallet. Growth of client assets, accounts and retention of revenue will be key accountabilities for the Client Associate. As such, the incumbent is responsible for managing sales, retention, educational components and events planning pertaining to their book of clients.

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 thorough knowledge of current market conditions, products and services, industry rules, regulations and procedures.  

Major Accountabilities

1. Effectively manage client relationships by providing the highest level of client service by;
   
   
   • Developing and maintaining detailed knowledge of key clients within an assigned book, including but not limited to, the nature of account, trading patterns and margin requirements.
   • Building client loyalty by proactively contacting clients through quarterly touch base calls as well as ad-hoc event invitations and targeted marketing campaigns.
   • Proactively placing outbound service calls including, but not limited to, margin calls, KYC updates, retention, short sale buy backs and quarterly touch bases with book of clients.
   • Be available to respond to client inquiries by phone or email within established SLA
     
     
2. Foster and promote a pro-active sales environment with a focus on growing the business and retaining clients by:
   
   
   • Developing strong relationships with your clients to increase share of wallet and achieve growth objectives.
   • Sales objectives will include new account acquisition, asset acquisition, and referrals to wealth partners. 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.
   • Delivering educational components as needed through meetings, events, webinars and presentations.
   • Retaining clients through innovative solutions and thorough analysis of client’s accounts.
     

    

3. Providing industry leading client experiences by:
   
   
   • Answering all client service and trade related inquiries including client concerns in a fast-paced technology-based environment.  Communicating concepts clearly and effectively to all clients.
   • Liaising and collaborating with Management and colleagues to identify issues/trends, recommending solutions and executing solutions effectively.
   • Proactively ensuring engagement with assigned book of clients by maintaining quarterly contact with assigned book of clients.
   • Ensuring timely and prompt submission of client instructions and customer follow-up.
   • Liaising with internal departments (e.g. Order Management, Settlements, Credit, Compliance, Operations etc.)
   • Demonstrate resourcefulness by collaborating with other departments to ensure client service needs are properly met.
   • Actively providing value-added client service, ensuring that every client experience meets or exceeds Scotia iTRADE’s service standards.
   • Developing an expert level understanding of all customer segments including Mainstreet, Active Trader and High Net Worth, with the ability to serve them effectively and efficiently.
   
   
4. Assist in maintaining the effective service operation of Scotia iTRADE and the HNW team by;
   
   
   • Ensuring the timely escalation of issues to Management and/or applicable departments with appropriate recommendations.
   • Collaborating with Managers to identify system issues and enact back-up procedures as necessary including participation on inbound phone spike plan.
   • Placing equity, option, fixed income and mutual fund orders pursuant to firm and industry policies and procedures.
   • Creating proposals and recommendations for quality improvements and policies based on customer and business needs, trends, new business, or product launches
   • Exercise sound judgment and where necessary, sound recommendations when providing goodwill, authorizations and non-standard agreements.
     
     
5. Minimize risk 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.
   • Ensuring familiarity with your role in a Business Continuity Plan outage.
   • Complying with regulatory requirements such as actively adhering to all Guidelines for Business Conduct and Privacy policies.
   • Corresponding with clients and resolving client escalations via telephone and/or written format at an advanced level and executed in accordance with compliance guidelines.
     
     
6. Contribute to the effective functioning of SiT by:
   
   
   • Building effective working relationships across the team and with various internal 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/Work Experience/Designations

Education:

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

Work Experience:

• • Minimum 2-3 years of trading experience, and minimum 1 year Options trading experience.
  • Industry experience in a customer service and sales role

Required Knowledge/Skills:

• • Excellent written and oral communication skills, presentation and interpersonal skills
  • Ability to develop solid relationships with the client base
  • Results oriented
  • Ability to cross sell
  • 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
  • Previous discount brokerage experience required
  • Bilingualism is an asset (French, Mandarin, Cantonese)

Dimensions

Based on the experience of the incumbent as well as the business needs incumbent could have the ability to override trades.  This ability will require that the incumbent demonstrate expert decision making skills, trading/system knowledge and a full understanding and awareness of the risks associated with the responsibilities of overriding or authorizing trades. 

Incumbents may also be provided with trading limits more senior than that of an Investment Representative.  Trading limits will vary, based on experience and business requirements.

The incumbent must exercise judgment in the prioritization of their workload.

The incumbent is expected to work independently within the boundaries of existing policies and guidelines. 

Complex situations and issues will sometimes be referred to management.

Working Conditions

Due to the fast-paced nature of the Customer Service environment, numerous factors may contribute to a high level of mental and physical stress in this position (including volatile markets, technology performance, strategic initiatives, seasonality, etc.). 

The position is primarily physically stationary (primarily phone, meetings, computer-based).  There is every day/regular use of PC and internet technologies. The incumbent must also be able to rapidly respond to issues requiring quick decisions, often based on awareness of events occurring in the marketplace. Occasional travel is required for client events or client meetings.

Stressful situations will also arise from managing multiple and often conflicting priorities, aggressive delivery times related to assignments or minimal problem resolution lead time.

• An open office environment with constant background noise and high customer telephone call volumes
• Time sensitive customer demands relating to brokerage accounts, services, transactions and general service
• Concentrated use of sight and hearing for reading documentation and listening to customers and colleagues
• Frequent disruptions from other staff
• Demands from Bank branch staff on behalf of Bank customers related to brokerage products and services
• Flexibility of hours is a typical requirement for this position. (Beyond the traditional 9-5 workday, sometimes including evening/weekend work and some statutory holidays). 

Location(s):  Canada : Ontario : Toronto 

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.