Requisition ID: 233480

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

The Senior Operations Representative will provide support by processing client documents and transactions, ensuring the efficient administration and operational requirements of the center are met. They will also be responsible for resolving and responding to various complex client, branch, and interdepartmental inquiries, and will assist the team in responding to, and resolving more complex issues and transactions. 

Is this role right for you? In this role you will:

• Investigate, resolve, and respond to inquiries and issues in an informed, timely manner, and within established SLA 
• Answer customer email, telephone inquiries and letters
• Act as a liaison between various internal units so that client requests are handled within established SLA
• Perform corrections and adjustments to client accounts within authorized limits or within management approval
• Understand and respond to client issues and needs, including those of CSR’s and traders
• Efficiently resolve complaints, problems and/or trade errors and escalate issue to appropriate level of management where necessary
• Draft correspondence to answer and respond to various client complaints to reduce firm exposure
• Develop and maintain a thorough knowledge of all aspects related to account administration
• Develop and maintain knowledge of the firm so that complex issues can be answered and resolved in an informed & efficient manner
• Provide guidance, coaching and knowledge to junior team members
• Ensure a high level of transactional competence
• Ensure client and corporate records are accurately maintained and filed
• Ensure that any potential risk for business is acted upon in a prompt and informed manner & follow up with credit exposures and trade reconciliations as necessary 
• Provide support to interdepartmental staff as required 
• Exercise good judgment when correcting errors and making adjustments to requests received through AS400 or other sources
• Ensure client information is accurate on daily reports, cross reference and resolve when necessary
• Monitor client accounts to ensure that appropriate documentation changes have been made, and that client  requests have been satisfied
• Actively review policies and procedures and request revisions to procedures when necessary to ensure the information is current and accurate
• Approve accounts in line with firm & industry rules and regulations
• Engage in analysis & decision making as required, i.e., lift restrictions from accounts within firm parameters and /or adjustments as necessary 
• Participate actively in team learning, development and team performance activities including team meetings and coaching sessions
• Obtain and forward outstanding documentation to client and/or appropriate department(s) to ensure transactions are completed efficiently and accurately
• Investigate and follow up on inquiries as required, including collaborating with compliance, legal, management when required
• Process various client and internal requests, transfers and conversions
• Act as a liaison between the call center and various other areas of the Online Brokerage, Wealth Management, ISS, Banks, and other Financial Institutions
• Provide reports and statistical information to management as required 
• Actively liaise and collaborate with management and interdepartmental staff when working on special projects & initiatives  
• Provide skill building & education sessions for interdepartmental staff as required
• Conduct presentations for new hire program in area of product expertise
• 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 
• 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 potential risk management, taking proactive measures to prevent & eliminate error reoccurrence

Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you have:

• Thorough understanding of industry policies and regulations including anti-money laundering, anti-terrorist financing, legal requirements, privacy laws, Know Your Customer Requirements, compliance, firm, and industry rules and regulations
• Knowledge of SCORE, AS400, ADP/HOD Broadridge, Webpost, ACWS and other banking screens
• Strong knowledge of the securities & brokerage industry, including margin policies, registered products, tax issues, industry and firm requirements and specialty products
• Strong organizational skills
• Strong problem-solving skills
• The ability to work in a fast-paced environment with volumes directed by market activity, client demands & seasonal peaks
• The ability to work with others under a self-managed team structure showing concern and understanding for the needs of clients and staff
• Strong processing and inputting skills
• Excellent client service skills
• Working knowledge of operational requirements, policies, and procedures
• The ability to set and achieve goals, and work independently
• The ability to exercise discretion with sensitive information
• The ability to manage multiple concurrent projects
• Effective communication skills both written and verbal
• Strong interpersonal skills
• Demonstrated PC skills including Microsoft Word and analytics using Microsoft Excel including spreadsheets and database management
• The ability to learn new tasks quickly and accurately

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.