Profile #98535

Consultant:

Managed the flow of the day on the floor accordingly i.e coaching session, doing administrative work, resolving complaints from clients, calling back clients to inform them about their inquiry, reading the reports on Registered Disability Savings Plan (RDSP) and opening cases in our internal database to communicate to the team what is going on with the account as well as calling the government to get more information for their RDSP (Registered Disability Savings Plan)
Handled escalation from clients who were not satisfied about the service that we provided.
Coached newly hires in the day to day activities of the department.
Conducted interviews for new hires.

Investment Specialist:
Contributed to the profitability of the WMCC (Wealth Management Contact Centre) by ensuring financial goals are achieved on a yearly basis. It has been a steady increase of 10%.
Assisted clients in a professional, prompt, efficient and friendly manner with focus on First Call Resolution in their investment purchases such as GICs, RRSP contributions, RDSP contributions, MF purchases in order for them to achieve their investment goals.
Maintained knowledge of products and services offered through the CCC by reviewing reference material and actively participate in learning and development.
Demonstrated willingness to transfer the call coaching outcomes into the customer’s interactions
Processed customer requests (inquiries, transactions, case work) in a timely and efficient manner and process monetary transactions within authorized limits.
Worked as a team player when a call needs to be transfer or helping out my colleagues when they have inquiries that they haven’t seen yet.
Made on a regular basis research and interpret the current economic condition such as what is rate of return on our funds, distributions if there is any or historical data on our funds.
Acted as a relationship agent over the phone for Scotia Securities inquiries for other dealers; such as transfer out/in, DSC charges on their Scotia Securities holdings, the book value when the transfers were done, the average cost of the shares. Acted as well as a liaison between dealers and our processing centre; especially when there is a mistake on their transfer out requests