Partnership Service Associate, Scotia iTRADE - Toronto/Ottawa/Montreal

Scotiabank; Toronto; On-site; CAD 42,000 - 62,000; Full time

Job summary

Scotiabank is seeking a Partnership Service Associate to be a primary contact for partners and Scotia iTRADE clients. You will support onboarding, account servicing, and growth in a fast-paced contact center.

Responsibilities include handling inquiries by phone and email, processing openings and transfers, and maintaining accurate documentation while aiming for service targets. Fluency in English and French is strongly preferred, with additional language assets welcome.

Qualifications

• Fluency in English and French strongly preferred.
• 1–2 years in financial services or investment industry is an asset.
• Online brokerage experience and investment knowledge are assets.
• Strong client service, communication and interpersonal skills.
• Strong attention to detail and awareness of operational risk.
• Ability to learn new systems and processes quickly.
• Comfortable in a high-volume contact centre environment.
• Flexible to work scheduled shifts, including evenings.

Responsibilities

• Respond to partner and client inquiries by telephone and email, providing knowledgeable and timely solutions.
• Process account openings, transfers, transactions, service requests and related case work.
• Support onboarding and funding for new and existing clients.
• Take ownership of inquiries, concerns and complaints and escalate when needed.
• Maintain documentation and ensure follow-ups and escalations are completed.
• Identify client needs and cross-sell or refer opportunities.
• Meet service, productivity, quality and client acquisition targets.
• Maintain knowledge of Scotia iTRADE products and internal platforms.

Skills

Client service

Communication

Interpersonal skills

Attention to detail

Problem solving

Independent work

Learn new systems

Education

Commerce/Business/Financial Planning education

Job description

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Requisition ID: 278488
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose

As a member of the Sales & Partnerships team, the Partnership Service Associate is a primary point of contact for Scotiabank partners and Scotia iTRADE clients. The role provides timely, accurate, and professional support while assisting with client onboarding, account servicing, and business growth.

The Associate works in a fast-paced contact centre environment, handling inbound inquiries and identifying opportunities to connect clients with relevant Scotia iTRADE products and services.

Key Accountabilities

• Respond to partner and client inquiries by telephone and email, providing knowledgeable and timely solutions.
• Process account openings, transfers, transactions, service requests and related case work accurately and efficiently.
• Support new and existing clients through the onboarding and account-funding process.
• Take ownership of client inquiries, concerns and complaints, escalating when appropriate.
• Maintain accurate documentation and ensure required follow-ups and escalations are completed.
• Identify client needs and appropriate cross-sell or referral opportunities.
• Meet established service, productivity, quality and client acquisition targets.
• Maintain knowledge of Scotia iTRADE products, services, policies, procedures and internal platforms.
• Manage inbound queues effectively while adhering to established schedules and service standards.
• Follow all applicable operational, compliance, risk and conduct requirements.
• Build effective relationships across the team and with internal business partners.

You could be a great fit if you:

• Fluency in both English and French is strongly preferred.
• 1–2 years of financial services or investment industry experience is an asset.
• Online brokerage experience and investment knowledge are assets.
• Strong client service, communication and interpersonal skills.
• Strong attention to detail and awareness of operational risk.
• Ability to problem-solve, manage competing priorities and work independently.
• Ability to learn new systems and processes quickly.
• Comfortable working in a high-volume, fast-paced contact centre environment.
• Flexibility to work scheduled shifts, including evenings.
• Post-secondary education in Commerce, Business, Financial Planning or a related field is an asset.
• Cantonese and/or Mandarin language skills are additional assets.

Success in the Role

Success will be measured through service quality, productivity, client experience and business growth, including metrics such as call volume, average handle time, new account acquisition, and asset acquisition.

In addition to French, the successful candidate must also have sufficient knowledge of English, as the work involves interacting and collaborating regularly with groups and individuals based in Toronto, as well as constantly interacting with other people, including clients, who speak English, locally and elsewhere.

Location(s): Canada : Ontario : Toronto || Canada : Ontario : Ottawa || Canada : Quebec : Montreal

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.