Customer Support Representative

Scotiabank • Toronto, ON

6d • Onsite

About The Position

Join a purpose-driven, winning team committed to results in an inclusive and high-performing culture. This role contributes to the overall success of ScotiaHelps in Canada, ensuring individual goals and initiatives are executed to support team business strategies and objectives. All activities must comply with governing regulations, internal policies, and procedures. In this role, you will champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge. You will accurately process all forms of correspondence, including emails, faxes, mail, worklists, internal courier mail, and manual letters, according to documented procedures. You will also accurately process, post, and maintain daily transactions on accounts for Written Out of Records (WOR), assignments of Unauthorized Overdrafts to Collection Agencies, and chargebacks of authorized overdraft accounts for both retail and small business, ensuring all applicable systems of record are documented. Understanding the Bank's risk appetite and risk culture is crucial for day-to-day activities and decisions. You will actively pursue efficient operations within your area, ensuring the adequacy, adherence, and effectiveness of daily business controls to meet obligations related to operational risk, regulatory compliance risk, AML/ATF risk, and conduct risk, including responsibilities under various management frameworks and guidelines.

Requirements

• Secondary School Diploma or equivalent
• Strong organizational skills and demonstrated effective time management
• Strong communication skills
• Utilize all Host and Collections systems to accurately document and process assigned administrative tasks.

Nice To Haves

• Administration Experience in Collections an asset
• Back Office Domestic Branch Experience an asset

Responsibilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Accurately process, as per documented procedures, all forms of correspondence, including, but not limited to, emails, fax, regular/returned mail, worklist through workflow, internal courier mail and manual letter preparation.
• Accurately process, post and maintain daily transactions on accounts to be Written Out of Records (WOR), assignments of Unauthorized Overdrafts to Collection Agency, chargeback of authorized overdraft accounts for both retail and small business, ensuring all applicable systems of record are documented with actions taken.
• 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 Guidelines for Business Conduct.
• Champions high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED