Client Solutions Leader – Trading & Escalations (Western Canada)

Scotiabank; Calgary; Hybrid; CAD 75,000 - 90,000; Full time

Job summary

A leading bank in the Americas is seeking a Client Solutions Manager to manage client escalations and improve service efficiency. Responsibilities include handling escalated issues, coaching team members, and maintaining compliance with banking guidelines. Candidates should have a minimum of 2 years in the brokerage industry, strong communication skills, and must be knowledgeable about trading and market mechanics. Post-secondary education and relevant industry certifications are preferred.

Qualifications

• Minimum of 2 years of brokerage industry experience required.
• Strong knowledge of technology used to support trading and service functions.
• Demonstrated coaching experience is an asset.

Responsibilities

• Handle all client escalations received through multiple channels.
• Provide coaching to team managers and assist with trading overrides.
• Document and track all complaints to identify knowledge gaps.
• Adhere to Bank Guidelines for Business Conduct.

Skills

Excellent interpersonal skills

Coaching and support

Strong verbal & written communication skills

Fluency in French

Problem-solving abilities

Multi-tasking capabilities

Time management

Education

Post-secondary education in business

Canadian Securities Course (CSC)

Conduct and Practice Handbook (CPH)

Derivatives Fundamentals and Options Licensing (DFOL)

Job description

A leading bank in the Americas is seeking a Client Solutions Manager to manage client escalations and improve service efficiency. Responsibilities include handling escalated issues, coaching team members, and maintaining compliance with banking guidelines. Candidates should have a minimum of 2 years in the brokerage industry, strong communication skills, and must be knowledgeable about trading and market mechanics. Post-secondary education and relevant industry certifications are preferred.