Help Desk Officer - Tahoe

Scotiabank•Toronto, ON

8d•Onsite

About The Position

The Ask Operations Helpdesk Officer is a subject matter expert who supports the Branch network and units within CBO by responding to queries and providing quality advice, information and coaching to help resolve procedural questions or navigational issues, delivering an excellent customer experience. The Officer is performance-focused and works in close collaboration with partners.

Requirements

Expert listening, oral and written communication skills
Thorough knowledge of Branch services, products, policies and procedures
Thorough organizational and time management skills
Thorough knowledge of LAN/PC Operations and systems (e.g. PEGA, MS Office Suite, AS400, and others)
Ability to work under pressure with constant interruptions
Must be flexible in a changing environment
Minimum of 2 years relevant experience

Nice To Haves

Post-secondary education in Accounting, Finance, Business, and/or Management an asset

Responsibilities

Provide the best-in-class customer service by ensuring a high level of process and system related knowledge as it relates to policies and procedures is maintained, delivering a consistently excellent level of service.
Ensure Service Level Agreement commitments and standards are understood and adhered to.
Recognize, and escalate to management, trends, problems and opportunities.
Effectively execute on planned activities to ensure favorable quality, and timely support.
Overcome or work around obstacles that stand in the way of successful completion of difficult assignments and/or escalation of such.
Maintain effective tools and processes by efficiently completing daily activities that contribute to volume tracking, thus ensuring optimal fulfillment of branch/partner support needs is being provided.
Escalate the identification of trends to management that will assist in streamlining processes and service delivery to partners and customers.
Achieve targeted outcomes through the maintenance of a strong focus on the task at hand and the desired results.
Effectively perform activities related to new and enhanced support initiatives and periodic branch roll-outs.
Ensure the delivery of best-in-class customer service, fostering an environment that promotes agile, flexible and timely support processing, while mitigating risk by identifying or escalating possible causes of a situation, and its impact.
Seek information to resolve real, underlying needs of our customers/partners and correct problems to avoid future recurrences.
Think about what the department can do differently and recommend new, and better ways to serve our customers/partners.
Adhere to day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook, the Guidelines for Business Conduct, and Privacy.
Ensure Business Continuity Plan is in place and applicable testing is conducted for your team.
Prioritize/monitor one’s work and recommend changes to maximize the effectiveness of such.
Effectively develop competencies within the unit by ensuring department and position accountabilities, objectives, and goals are understood.
Ensure attendance and participation in ongoing coaching.
Maintain open lines of communication with management.
Attend staff, unit meetings for the receiving and dissemination of information.
Build and maintain relationships with business line partners by participating as active partners, and initiating changes by working with manager, CBO units, branches, and business lines to resolve issues, remove roadblocks, reduce costs and improve services.
Provide feedback and recommendations to manager on branch and business line partner needs, and ways to improve support.