Senior Service Officer, Client Service - Tahoe

Scotiabank•Mississauga, ON

4d•Onsite

About The Position

Contributes to the overall success of the Client Service team supporting Corporate and Commercial Banking clients in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. In this role, the incumbent will champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. Provides an excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing clients as it pertains to one of three focus areas: Payments (certified cheques, wires, bank drafts, foreign currency etc.), Investments (investment purchases, redemptions, withdrawals etc.), or Day to Day (indexing, inquiries, investigations etc.) and thereby adhering to established Operating Performance Commitments (OPCs). The role is responsible to review and approve officer transactions within authorization limits, maintain up-to-date knowledge and understanding of relevant products, processes and policies, and participate as an active partner, initiating changes by working with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs and improve services. The incumbent will respond promptly and effectively to service inquiries, concerns and complaints from Banking partners, with the ability to resolve day-to-day servicing issues, analyze situations and present sound recommendations and decisions, and facilitate decision making processes by providing timely, meaningful and easily available data. The role also involves understanding the Bank’s risk appetite and risk culture, pursuing effective and efficient operations, and ensuring the adequacy, adherence to and effectiveness of day-to-day business controls. Additionally, the incumbent will champion a high-performance environment and implement a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment, communicating vision/values/business strategy and managing succession and development planning for the team. Other duties as assigned.

Requirements

Post-Secondary Education or a minimum of 2 years of relevant working experience in Financial Services or related industry.
Proven customer service skills, as well as flexibility to adapt to changing environments.
Knowledge of business credit as it applies to the Corporate, Commercial and Small Business Bank’s policies & procedures, products & services, and security & collateral documentation.
Implementation experience in the setup and execution of accounts, products & services, and loan/funding.
Strong Communication (written & verbal) and Organizational Skills.
Working knowledge of Microsoft Office (Excel, Word, and Outlook).

Responsibilities

Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Provide an excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing clients as it pertains to one of three focus areas: Payments, Investments, or Day to Day.
Review and approve officer transactions within authorization limits.
Maintain up-to-date knowledge and understanding of relevant products, processes and policies.
Participate as an active partner, and initiate changes by working with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs and improve services.
Respond promptly and effectively to service inquiries, concerns and complaints from Banking partners.
Resolve day-to-day servicing issues and reduce business and client impact with managerial direction as required.
Analyze situations and present sound recommendations and decisions to overcome any obstacles, and escalating if required.
Facilitate decision making processes by providing timely, meaningful and easily available data.
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Actively pursue 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.
Champion a high performance environment and implement a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vision/values/business strategy and managing succession and development planning for the team.
Perform other related duties as assigned.
Operate independently to execute day-to-day operations within assigned authorities/limits.
Review and process high volumes of standard/non-standard service and credit transactions of customers (inquiries, investigations, transfers between accounts, confirmations, etc.).
Ensure customer identification is executed through Business Authentication processes.
Act as a dedicated point of contact for service activities, providing expert and timely assistance to our clients and business partners on all Commercial and Corporate Banking products, services, tools, procedures, etc.
Recognize and identify knowledge gaps and performance concerns and sharing these thoughts through an appropriate escalation process.
Take responsibility for client and partner inquiries, concerns, or complaints and presenting solutions or alternatives.
Provide national coverage between the hours of operation (7 a.m. – 8 p.m. Eastern Standard Time).
Assist with implementing efficiency-focused improvements to operating procedures and/or systems in order to meet Bank regulations by participating in pilots and “test & learn” as required.
Participate in cross-training to broaden skillsets across different areas.