Service Officer, Client Service

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

Purpose

Contributes to the overall success of the Client Service team 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.

Responsibilities:

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Provides an excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing clients as it pertains to one of two focus areas:

• Payments i.e. certified cheques, wires, bank drafts, foreign currency etc.
• Day to Day i.e., indexing, inquiries, investigations etc.

and thereby adhering to established Operating Performance Commitments (OPCs).

• Maintains up-to-date knowledge and understanding of relevant products, processes and policies, including completing internal training, and reviewing appropriate news items and publications.
• Participates as an active partner, and initiates changes by working with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs and improve services.
• Responds promptly and effectively to service inquiries, concerns and complaints from partners/clients, with the ability to:

• Resolve day-to-day servicing issues and reduce business and client impact with managerial direction as required.
• Analyze situations and present sound recommendations and decisions to overcome any obstacles, and escalating if required.
• Facilitate decision making processes by providing timely, meaningful and easily available data.

• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Scotiabank Code of Conduct.
• Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vision/values/business strategy and managing succession and development planning for the team.
• Perform other related duties as assigned.

Other Responsibilities:

• Operates independently to execute day-to-day operations within authorized limits
• Reviews and processes high volumes of daily transactions originated by customers, management or a B/F system
• Ensures customer identification is executed through Authentication processes
• Acts as a dedicated point of contact for day-to-day service activities and provides service and support to our clients and partners as required.
• Responds to client and partner inquiries, concerns, or complaints and presenting solutions or alternatives, escalates to supervisor as required

Business Units supported include, but are not limited to: Commercial Banking, Small Business, Corporate, Retail Banking, Global Risk Management, Payments & Cash Management, Audit, Quality Assurance, Trade services, Scotia Leasing, Real Estate Banking, Client Services and Solutions, Cash Management Call Centre, Symcor, and other units (as applicable).

• Provides national coverage between the hours of operation (7 a.m. – 8 p.m. Eastern Standard Time). Shifts may vary.
• Participates in the implementation of efficiency-focused improvements to operating procedures and/or systems in order to meet Bank regulations by participating in pilots and “test & learn” as required.
• Participates in cross-training to broaden skillsets across different areas.

Requirements:

• Post-Secondary Education or a minimum of 1 years of relevant working experience in Financial Services or related industry.
• Working knowledge of Retail, Corporate and Commercial products, services and procedures
• Proven customer service skills, as well as flexibility to adapt to changing environments.
• Thorough knowledge of the Bank’s transactional services
• Effective communication (written & verbal) and Organizational Skills
• Working knowledge of Microsoft Office (Excel, Word, and Outlook)

Location(s): Canada : Ontario : Mississauga

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.