Senior CCP Officer

Scotiabank•Toronto, ON

2d•Onsite

About The Position

The Senior Data Control Officer, GI&CS - Electronic Payment Processing & Fulfillment, is responsible for the accurate and timely processing of electronic payments, maintenance of GI&CS procedures and the tracking of detailed business volumes. Product support is provided to corporate and commercial users of the services, sales officers, branches & CAUs, other Financial Institutions and analysts. The Senior Data Control Officer is responsible for the completion of both daily and non–daily activities, verification of totals and control reports/checklists, and ensuring the distribution of reports to a diversified client base.

Requirements

Strong communication and problem solving skills in order to ensure that our Corporate and Commercial customers are receiving optimum service.
Thorough understanding of the Scotia Direct, PICS and Visa File Transfer Services applications, TSO, CA7, Scheduler and AS400 applications and must keep abreast of all new services being offered to our customers.
Display initiative, and be an analytical, forward thinking individual.
Highly motivated, customer service oriented individual who is a team builder, flexible and committed.
Works independently, making decisions regarding work distribution, shifting priorities, handling Data Control queries and problems.
May work on assignments as delegated and sometimes without precedent.
Contentious or non-standard Bank policy issues are discussed with the Manager and/or Senior Manager.
Recommendations for changes/enhancements to systems policies and/or procedures may be made, however, approval from department management must be obtained prior to implementation.
Significant potential impacts on customer service are brought to the attention of the department.

Responsibilities

Processing files, recalls and traces for the applications within the units as documented in the online applications’ manuals, ISO Working Instructions and Canadian Payment Association Rules.
Providing accurate information to customers, peers, CAUs, branches and management with minimal need for assistance.
Analyzing and escalating issues that are beyond the scope of the Processing and Investigation unit’s mandate.
Assisting with the training and coaching of peers.
Resolving cases relative to customer’s processing and settlement needs.
Performing documentation reviews and maintaining/documenting new/modified processes in the ISO Working Instructions Manual to ensure clarity and completeness of working instructions.
Interacting with customers in keeping with the manner stated in the Scotia Service Credo and the EBBS standards on Telephone Etiquette.
Monitoring for compliance of input deadlines by User departments and escalating to the Team Leader when processing schedules are impacted.
Participating in regular staff meetings to communicate processing changes and discuss specific concerns that would affect processes and resources.
Analyzing customer concerns and processes in order to propose workable solutions.
Documenting exception processing and performing timely follow-up to ensure problems are resolved.
Making follow-up calls to customers to ensure satisfaction and documenting customers’ responses.
Participating in the implementation of new procedures and ensuring the new procedures are consistent with existing control processes.