Client Associate, Scotia iTRADE - Ottawa, ON

Scotiabank Global Site; Ottawa; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading financial institution in Ottawa is seeking a Client Associate to manage high-value client relationships. This role requires strong communication skills and a proven track record in trading and customer service. Responsibilities include responding to client inquiries, managing a book of clients, and contributing to business growth through client retention and service excellence. Candidates should have relevant certifications and be adaptable to a fast-paced environment.

Benefits

Inclusive work environment

Qualifications

• Minimum 2-3 years of trading experience.
• At least 1 year of Options trading experience.
• Excellent written and oral communication skills.

Responsibilities

• Manage client relationships and provide high-level client service.
• Proactively contact clients to enhance relationships.
• Respond to client inquiries via phone or email within service level agreements.

Skills

Customer Service

Client Relationships

Negotiation

Problem Solving

Education

University degree or work equivalency

Canadian Securities Course (CSC)

Conduct and Practice Handbook (CPH)

Derivatives Fundamentals and Options Licensing Course (DFOL)

Tools

MS Office

Investment data systems

Job description

Requisition ID : 231188

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 hundreds 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

• 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 the book of clients.
• Be available to respond to client inquiries by phone or email within established SLA.
• Foster and promote a pro-active sales environment with a focus on growing the business and retaining clients by developing strong relationships with clients to increase share of wallet and achieve growth objectives.
• Sales objectives include new account acquisition, asset acquisition and referrals to wealth partners; identify referral and cross-sell opportunities with the intent to grow assets under management.
• Develop and maintain knowledge of Scotia iTRADE products and services and awareness of competitor products and services.
• Complete cross-selling activities with clients to create deeper relationships and improve profitability and retention.
• Use 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.
• Deliver educational components as needed through meetings, events, webinars and presentations.
• Retain clients through innovative solutions and thorough analysis of client accounts.
• Provide industry leading client experiences by answering all client service and trade related inquiries clearly and effectively in a fast-paced, technology-based environment.
• Liaise with Management and colleagues to identify issues/trends, recommend solutions and execute them effectively.
• Maintain quarterly engagement with the assigned book of clients and ensure timely submission of client instructions and follow-up.
• Liaise with internal departments (e.g., Order Management, Settlements, Credit, Compliance, Operations, etc.).
• Collaborate with other departments to ensure client service needs are met and provide value-added client service that meets Scotia iTRADE service standards.
• Develop expert understanding of all customer segments including Mainstreet, Active Trader and High Net Worth to serve them effectively.
• Assist in maintaining the effective service operation of Scotia iTRADE and the HNW team by escalating issues to Management with appropriate recommendations and participating in the inbound phone spike plan.
• Place equity, option, fixed income and mutual fund orders per firm and industry policies and procedures.
• Create 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, provide goodwill authorizations and non-standard agreements.
• Identify and resolve trading discrepancies to minimize risk to the business.
• Develop familiarity with money laundering, anti-terrorist financing and privacy laws; adhere to Know Your Customer requirements.
• Act quickly to alleviate errors and reduce firm exposure; be familiar with Business Continuity Plan outage requirements.
• Comply with regulatory requirements, including Guidelines for Business Conduct and Privacy policies; correspond with clients and resolve escalations in accordance with compliance guidelines.
• Contribute to the effective functioning of SiT by building strong working relationships across teams and continuously sharing knowledge and ideas.
• Develop and execute 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)

• University degree or work equivalency is required.

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.
• Flexibility to adapt to a wide variety of tasks and functions.
• Familiarity with stock option and fixed income trading fundamentals and techniques.
• Strong attention to detail; ability to set and achieve goals and work independently.
• Discretion to manage multiple concurrent projects.
• Proficiency with MS Office and investment data systems; knowledge of back-office functions and securities settlements.
• Ability to learn new tasks quickly, adapt to changing priorities and manage time effectively.
• Excellent negotiating techniques to influence and motivate others.
• Previous discount brokerage experience required.
• Bilingualism is an asset (French, Mandarin, Cantonese).

Dimensions

Based on experience, incumbents may have the ability to override trades; requires expert decision making, system knowledge, and awareness of risks. Trading limits may vary by experience and business requirements. The incumbent must exercise judgment in prioritizing workload and may work independently within policy guidelines. Complex issues may be referred to management.

Working Conditions

Due to the fast-paced customer service environment, a high level of mental and physical stress may occur (volatile markets, technology performance, seasonality, etc.). The position is primarily stationary and involves frequent use of a PC and internet technologies. Occasional travel for client events or meetings may be required. Flexibility of hours including evenings, weekends, and some holidays is typical.

• An open office environment with constant background noise and high call volumes.
• Time-sensitive client demands related to brokerage accounts, services, transactions and general service.
• Concentrated use of sight and hearing for reading documents and listening to clients/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 to accommodate business needs.

Location(s) : Canada : Ontario : Ottawa

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 during the recruitment process please let our Recruitment team know. If you require technical assistance please contact support. Candidates must apply online; only those selected for an interview will be contacted.

Required Experience :

Key Skills

Customer Service, Client Expectations, Client Requirements, Client Support, Action Plans, Issue Resolution, Account Management, Client Relationships, Service Delivery, Client Service, Client Satisfaction, Client Management, Procedures, Service Level Agreements, New Clients

Employment Type : Full Time

Experience : years

Vacancy : 1