Client Experience Specialist — Trading & iTRADE Support

Scotiabank; Toronto; On-site; CAD 48,000 - 78,000; Full time

Job summary

Scotiabank in Toronto is seeking a Contact Centre Support Specialist to back Scotia iTRADE teams with complex client inquiries, investigations, and account maintenance tasks. You will deliver prompt, accurate service and help maintain high call quality while focusing on client outcomes.

The role involves cross-functional liaison with Operations, Product, Sales and others, contributing to process improvements, coaching opportunities, and training material rollout.

Qualifications

• Expertise in handling complex client inquiries in a banking environment.
• Strong problem-solving and analytical thinking skills.
• Excellent written and verbal communication in English; bilingualism is an asset.

Responsibilities

• Resolve client inquiries efficiently, meet service standards and First Call Resolution targets.
• Document follow-ups, escalations, and maintain accurate client records.
• Support Scotia iTRADE contact centre teams with investigations and account maintenance.
• Identify training needs and assist with rollout of training material to contact centre staff.
• Collaborate with Operations, Product, Sales, and other areas to resolve issues promptly.

Skills

Client service

Problem solving

Communication

Call center

Multilingual

IIROC licensed

Job description

Scotiabank in Toronto is seeking a Contact Centre Support Specialist to back Scotia iTRADE teams with complex client inquiries, investigations, and account maintenance tasks. You will deliver prompt, accurate service and help maintain high call quality while focusing on client outcomes.

The role involves cross-functional liaison with Operations, Product, Sales and others, contributing to process improvements, coaching opportunities, and training material rollout.