Overview
E-Care Service Representative – Scotia iTRADE Montreal Jobs in Toronto – Ontario at Scotiabank
Title: E-Care Service Representative – Scotia iTRADE Montreal
Company: Scotiabank
Location: Toronto – Ontario
Category: Finance & Banking, Customer Service/HelpDesk
Position: E-Care Service Representative – Scotia iTRADE Montreal
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Requisition
Join apurpose drivenwinning team, committed to results, in aninclusiveand high-performing culture.
Purpose of Job:
As a member of the Trading and Service Email and Click-to-Chat Team, the Customer Service Representative (CSR) is the primary point of contact for Scotia iTRADE clients through our inbound Contact Centre primarily via the Email and Chatcommunicationchannels using any of Scotia iTRADE’s Email addresses and Web Pages (.COM and SOL). The CSR will provide prompt, accurate and professional service, while ensuring that email and click-to-chat quality standards are met and that a high level of client focus is demonstrated at all times.
Where appropriate, you will be required to take conversations off line and resolve them via telephone and/or e-mail promptly and effectively. The Email & C2C agent will act as an expert and is accountable for the delivery of full service and support including helping customers and potential customers to get their online application for products and services completed and is also responsible for introducing our clients to additional service offerings by spotting and initiating cross-sell and referral opportunities.
You will proactively adhere to the business line strategy of promoting a client focused culture, directly contributing to the overall success and profitability of the business.
Major Account abilities:
1. Responsible for resolving client inquiries efficiently and effectively, maintaining, and surpassing Scotia iTRADE service standards and striving to achieve First Call Resolution by:
Responding independently to email and chat inquiries and taking action to fully address inquiries by presenting knowledgeable solutions & following through
Processing client requests (inquiries, transactions, case work) in a timely and efficient manner
Accurately and efficiently documenting and controlling all required follow-up or escalation
Strictly adhering to schedules, thereby ensuring prompt client service and response time
Participating actively in queue maintenance through efficient call response times and prioritization of workload
Satisfying client needs through the iCARE model
Acquiring and maintaining a detailed knowledge and understanding of policies, processes, product & services
Acquiring and maintaining a detailed knowledge of internal platforms (e.g. SOL, Flight Desk, Mobile)
2. Uses discretion to correct problems that result in a high level ofclient satisfactionby:
Completing updates, corrections, and adjustments to client accounts within authorized limits
Exercising discretion, within approved authority limits, in correcting problems promptly and indefensibly and when required, escalating to Manager
Acting as a liaison coordinating with various areas as required to full satisfy client issues in a timely fashion (e.g. Operations, Product, Sales, Business Development, ISS etc.)
3. Adheres to the policies and practices that regulate the Contact Centre, Scotia iTRADE and the Investment Industry by:
Contributing to optimal centre efficiency by ensuring productivity…
