Bilingual Client Service Representative - Ottawa

Scotiabank; Ottawa; On-site; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Performance Bonus

Employee Share Ownership Program

Pension Plan Matching

Health Benefits from day one

Job summary

Scotiabank in Ottawa is seeking a Client Service Representative to respond to client inquiries via phone, email, and chat in English and French, while protecting privacy and security. You will perform registrations, password resets, and account deactivations in a fast-paced environment.

Ideal candidates have a university degree in business or equivalent, front-line contact center experience in financial services, and familiarity with Canadian securities basics.

Qualifications

• University degree in business, commerce or equivalent.
• Front-line experience within a contact center environment preferably in the financial services industry.
• Completion of the Canadian Securities Course (CSC) is considered an asset
• Ability to communicate fluently in both of Canada’s official languages; Excellent oral and written communication skills.

Responsibilities

• Respond to and resolve client inquiries via telephone, email, and online chat in both official languages.
• Perform online registration, password resets and account deactivation with strict security and confidentiality.
• Maintain knowledge of MD Financial Management products to support cross-selling and referrals.
• Ensure service levels and compliance with policies and procedures while delivering a superior client experience.

Skills

Customer focus

Bilingual EN/FR

Communication skills

Front-line experience

Education

University degree in business or equivalent

Tools

CRM software

Job description

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

Contributes to the overall success of the Virtual Channels, Wealth Services in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business targets and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies, and procedures Reporting to the Manager, Client Services, as a Client Service Representative, you will be responsible for responding to and providing timely and efficient resolution to client telephone, email, and online chat inquiries in both official languages. Your role will also involve performing online registration, password resets and account deactivation ensuring strict adherence to both MD security protocols and client confidentiality.

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

• Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge
• Detailed knowledge of MD Financial Management (MDFM) products and services will serve you well in initiating opportunities for cross-selling and referrals, and in the support of outbound campaigns.
• Accountable for delivering a superior client experience – one predicated on building trusted relationships and collaborating with peers across the organization
• Lead the identification and troubleshooting of web issues that require advanced technical support
• Contribute to the overall success of the Client Services team by leading by example relative to the achievement of departmental goals, policy and procedure compliance and meeting or exceeded service level agreements
• Accountable for developing and maintaining detailed knowledge relative to MD products and services
• Maintain and monitor outstanding inquiries and issues, ensuring that established service level standards are met, and appropriate solutions are identified to address administrative errors/problems.
• Actively identify and develop opportunities for client retention and lead generation
• Capability to work independently and as part of a broader team
• A high level of comfort in working in a high-paced environment with multiple and often competing priorities
• A dedication to ongoing learning – not only related to financial product and industry knowledge, but also other concerns that may impact our clients
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
• Actively pursues effective and efficient operations of their respective areas in accordance with
  Scotiabank’s Values, its Code of Conduct, and the 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.

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

• University degree in business, commerce or equivalent
• Front-line experience within a contact center environment preferably in the financial services industry
• Completion of the Canadian Securities Course (CSC) is considered an asset
• Ability to communicate fluently in both of Canada’s official languages; Excellent oral and written communication skills.

What's in it for you?

The opportunity to join a forward-thinking and collaborative team, surrounded by innovative thinkers.

Your career matters! You will have access to career development and progression opportunities.

An inclusive working environment that encourages creativity, curiosity, and celebrates success!

You will get our help to save for your future and to invest in your total wellbeing through our Scotiabank benefits** such as

• Performance Bonus
• Employee Share Ownership Program
• Pension Plan Matching
• Banking Benefits
• Health Benefits from day one!

You will relish work-life balance, team events, and opportunities to participate in the community.

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.

MD Financial Management includes MD Financial Management Inc., MD Management Limited, MD Life Insurance Company and Scotia Wealth Insurance Services.