Client Service and Support Representative (Bilingual)

Contributes to the overall success of the Digital Channels, Wealth Services in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies 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.

Initiate opportunities for cross-selling and referrals, and in the support of outbound campaigns.
Be 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.
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.
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
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.

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.
Bilingual (English/French) is required.
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.
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. Candidates must apply directly online to be considered for this role.