Bilingual Senior Analyst, Commercial Cards - Scarborough

Scotiabank•Toronto, ON

3d•Hybrid

About The Position

Global Transaction Banking (GTB) is the payments and transaction engine of Scotiabank. We support Small Business, Commercial and Corporate clients with effective treasury management solutions coupled with a best-in-class service model, making it easy for clients to do business with us. As businesses build their digital capabilities and transform their operating models, their payment needs are evolving too. Boasting a unique global footprint, GTB’s comprehensive suite of innovative banking solutions help our business clients generate operational efficiencies, streamline and simplify payments, improve working capital performance, and mitigate financial risk. At Scotiabank, we embrace your strengths, ideas, and ambitions. GTB is a fast-growing team with a focus on the Americas, particularly Canada, the U.S., Mexico, and we are seeking top tier talent to complement our organization. Join a purpose-driven winning team, committed to results, in an inclusive and high-performing culture.

Requirements

Strong SVBC technical/troubleshooting skills.
Strong interpersonal skills and team player attitude.
Ability to multitask and solid time management skills.
Strong analytical and problem-solving skills
Ability to act independently and complete tasks in a timely manner.
Strong communication skills – verbal and writing.
Knowledgeable of internal escalation procedures and guidelines
Experience with TSYS, AS400, Edge, and Centre Suite application.
French bilingualism is required.

Responsibilities

Supporting SVBC inquiries for Corporate, Commercial and Small Business clients via Inbound Call channel and promptly determining/interpreting the nature of the customer query and providing timely solutions.
Ensuring adherence to the precepts of first call resolution thereby enabling the customer to meet their internal and/or Bank imposed deadlines and SLAs.
Escalating to Management for guidance and direction on complex cases to effect pertinent resolutions in a timely manner.
Delivering a positive customer experience by consistently applying Quality Service Standards during all customer interactions.
Demonstrating respect and knowledge in every customer interaction.
Effectively communicating resolution/recovery procedures, including deadlines to all pertinent areas, and following up with those areas on behalf of the customer until the solution has been satisfactorily implemented.
Liaising with internal partners, such as Product Managers, GTB Sales Representatives, Branch personnel, TYSYS, Bank Card Security, BSC, Accounting Department and/or service bureau to effect resolution of problems that are within the jurisdiction of these areas.
Increasing product knowledge by sharing best practices and troubleshooting techniques through job aids and knowledge base maintenance. Additionally, keeping management informed when procedures documentation/updates are required.
Ensuring that there is strict adherence to all documented procedures to mitigate reputational and financial risks.
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 in accordance with Scotiabank’s Values, its Code of Conduct while ensuring adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions, and conduct risk.
Champions a high-performance environment and contributes to an inclusive work environment.