Client Service Specialist, Canadian Commercial Banking - Vancouver, BC

Scotiabank•Vancouver, BC

4d•Onsite

About The Position

The Client Service Specialist (CSS) provides Relationship Managers with support needed to seamlessly service and support new and existing clients with their end-to-end banking service needs. Acting as the primary point of contact for our clients, the CSS is responsible for coordinating efforts with internal partners and directly reaching out to clients to accurately collect all key information required for Onboarding and end to end servicing clients with their ongoing day-to-day banking needs. The role is specific to servicing all segments in Commercial Banking Distribution. Responsibilities include a variety of service activities such as resolution of client inquiries and challenges and educating customers on our processes and setting/managing expectations around time involved. The Client Service Specialist contributes to the overall success of the Commercial Bank in Canada, ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives while also ensuring all activities are conducted in compliance with governing regulations, internal policies and procedures.

Requirements

College/University degree or equivalent work experience
1 to 3 years equivalent work experience in Financial Services (Commercial / Small Business) or related industry
Strong commitment to accuracy, customer focus and results focus
Strong organizational and time management skills to balance/co-ordinate and prioritize a high volume of concurrent service requests from Clients, Relationship Managers and business partners
Strong interpersonal skills
Strong written and verbal skills with proven ability to engage stakeholders and clients.
Strong knowledge of Onboarding, Know Your Customer, Anti Money Laundering processes
Working knowledge of Microsoft Office applications e.g MS Outlook, MS Teams
A high degree of flexibility to adapt to a wide variety of tasks

Responsibilities

Resolution of client inquiries educating customers on our processes and setting/managing expectations around time involved.
Delivering quality customer experiences while adhering to our SLAs and escalating as required when outside of the SLAs.
Ensuring every client experience is consistent with Scotiabank’s service standards and customer concerns are resolved quickly and efficiently, escalating to the Team Lead, Service.
Championing a customer focused culture to build and deepen relationships with clients and internal partners and leverage broader Bank relationships, systems, and knowledge.
Supporting the accurate and timely collection of information directly from clients and from various sources necessary to assess the client’s risk profile to ensure the Bank meets its regulatory and compliance requirements.
Coordinating with various departments to ensure that client accounts are activated promptly and correctly and offering continuous support to clients during the initial stages of and ongoing account usage.
Educating clients on the banking channels that support their business and the tools available for their day to day banking needs (e.g. cheques, debit cards, branch role etc.) Addressing any issues or questions they may have and ensure they are fully comfortable with the banking services provided.
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 their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, 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.