Client Solutions Advisor - Durham Region

Jobinhalt

Requisition ID: 117783

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

Job Purpose

The Client Solutions Advisor (CSA) focuses on expanding customer relationships from new and existing clients originating from indirect distribution channels in their assigned market area.

This position will create opportunities to deepen customer relationships primarily from:

• Newly acquired and existing customers from Scotiabank’s Indirect Mortgage Channels (Scotia Mortgage Authority and Home Financing Solutions), and;
• Existing “Single Service” Scotiabank customers.
  

The Major Accountabilities Include

This will be accomplished by meeting customers at a branch that is convenient for them within a CSA’s defined branch cluster.

• Growing primary banking relationships by presenting the features and benefits of relevant products to individual customers acquired from Indirect Mortgage channels (Scotia Mortgage Authority and Home Financing Solutions);
• Deepening primary banking relationships by proactively contacting customers acquired from an outbound contact program targeting other indirect-sourced customers, single service customers or other undeveloped customer relationships (as directed by the Senior Manager, Client Solutions);
• Ensuring an excellent customer experience is delivered by leveraging outstanding sales and customer service skills;
• Achieving objectives relating to sales results, effective customer hand-off, and adherence to compliance for products delivered and services offered;
• Effectively facilitating a hand-off of the newly developed customer relationship to an appropriate Branch Financial Advisor, and ensuring relationship building actions are taken within a prescribed period of time to enable further deepening of the customer relationship;
• Developing and maintaining a relationship of mutual trust and confidence with customers, Mortgage Brokers, and key Scotiabank partners including Home Financing Advisors (HFAs), Broker Relationship Managers (BRMs), Home Financing Lending Managers (HFLMs) and other branch employees.
  

The Client Solutions Advisor will assist with the refinement of the onboarding process, with an ongoing goal of enhancing customer experience and increasing sales opportunities.

Key Accountabilties

Functional Competencies

• Growing primary banking relationships through sales of relevant retail products & services tailored to individual customers acquired from indirect mortgage channels (Scotia Mortgage Authority and Home Financing Solutions)
• The incumbent will be responsible for onboarding Scotia Mortgage Authority and Home Financing Solutions customers and winning a primary banking relationship;
• The incumbent will also be responsible for facilitating mortgage document signing with customers for some indirect mortgages;
• Maximizing cross-sell results through customer focused advice conversations (examples include day-to-day chequing account, savings account, credit card, overdraft, protection, digital demonstrations, etc.);
• Using sales tools to proactively evaluate solutions to fit the customers’ needs;
• Initiating relationship building activities with the customer and effectively introducing them to Branch Financial Advisors.
• Deepening primary banking relationships by proactively contacting customers acquired from an outbound contact program targeting other indirect-sourced customers, single service customers or other undeveloped customer relationships (as directed by the Senior Manager, Client Solutions)
• Initiating outbound call programs resulting in customer meetings that will deepen customer relationships through proactive identification of customer needs and personalized solutions;
• Proactively engage in contacting identified customers during off-peak times, to ensure required number of customer meetings is being completed.
• Ensuring an excellent customer experience is delivered by leveraging outstanding sales and customer service skills
• Independently managing weekly schedule with an intensive focus on meeting customer needs;
• Contacting customers within established timeframe to book customer meetings, and providing a first-classonboarding experience during first points of contact with customer;
• Adherence to process and service level agreements;
• Providing customer-driven appointment times and locations which may result in working variable hours, including evenings and Saturdays (based on customer needs);
• Meeting the customer at their branch location of choice within designated cluster.
• Developing and maintaining a relationship of mutual trust and confidence with customers, Mortgage Brokers, Home Financing Advisors (HFAs), Broker Relationship Managers (BRMs), Home Financing Lending Managers (HFLMs) and other employees
• Building effective working relationships across the team and with Mortgage Brokers, BRMs, HFAs, HFLMs and other centers of influence;
• Responding to questions and concerns from brokers, BRMs, HFAs and HFLMs;
• Assisting Senior Manager with outbound marketing activities as required;
• Participating in business development activities with partners including seminars, meet and greets, lunch and learns, etc.;
• Presenting a professional image.
• Effectively handing-off new customers:
• Identifying (with Branch Manager) the appropriate Financial Advisor for customer hand-off, and ensuring follow-up actions are taken within a prescribed period of time to enable further deepening of the customer relationship.
• Minimizing the Banks’ exposure to risk by:
• Doing it right the first time
• Adhering to the “Know your customer” (KYC) Bank requirements
• Adhering to all privacy, FCAC, CDIC and anti-money laundering requirements
• Escalating fraudulent activities and unusual occurrences to your direct supervisor
• Following established policies and procedures for approval of any unsecured lending above pre-approved limits.
  

In Particular, The Following Functional Competencies Are Required

Flexibility is required to adapt to a wide variety of tasks and functions. Strong PC skills are required as the incumbent uses a PC for a variety of sales, customer and partner correspondence and information gathering activities. Strong communication skills are essential.

• Thorough knowledge of applicable branch systems (Intralink, Sales Builder, etc);
• Thorough knowledge of negotiating and sales techniques;
• Thorough knowledge of bank products and current offerings;
• Knowledge of regulatory compliance;
• Knowledge of competitor offerings;
• Working knowledge of Scotiabank’s mortgage acquisition strategy and importance of channel alignment and integration;
• Working knowledge of mortgage broker industry.
  

Educational/Work Experience

Post-secondary education in business or a related discipline will be considered an asset but is not required.

Location(s): Pickering