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. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. Champions 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.), thereby adhering to established Operating Performance Commitments (OPCs). Responsible to review and approve officer transactions within authorization limits. Maintains up-to-date knowledge and understanding of relevant products, processes and policies. Participates as an active partner, and initiates changes by working with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs and improve services. Responds promptly and effectively to service inquiries, concerns and complaints from Banking partners. Understands 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, 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. Champions a high performance environment and implements 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. Performs other related 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

Champions 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, Investments, or Day to Day.
Reviews and approves officer transactions within authorization limits.
Maintains up-to-date knowledge and understanding of relevant products, processes and policies.
Participates as an active partner, and initiates changes by working with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs and improve services.
Responds promptly and effectively to service inquiries, concerns and complaints from Banking partners.
Resolves day-to-day servicing issues and reduce business and client impact with managerial direction as required.
Analyzes situations and present sound recommendations and decisions to overcome any obstacles, and escalating if required.
Facilitates decision making processes by providing timely, meaningful and easily available data.
Understands 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, 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.
Champions a high performance environment and implements 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.
Performs other related duties as assigned.
Operates independently to execute day-to-day operations within assigned authorities/limits.
Reviews and processes high volumes of standard/non-standard service and credit transactions of customers (inquiries, investigations, transfers between accounts, confirmations, etc.).
Ensures customer identification is executed through Business Authentication processes.
Acts as a dedicated point of contact for service activities, providing expert and timely assistance to clients and business partners on all Commercial and Corporate Banking products, services, tools, procedures, etc.
Recognizes and identifies knowledge gaps and performance concerns and sharing these thoughts through an appropriate escalation process.
Takes responsibility for client and partner inquiries, concerns, or complaints and presenting solutions or alternatives.
Provides national coverage between the hours of operation (7 a.m. – 8 p.m. Eastern Standard Time).
Assists 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.
Participates in cross-training to broaden skillsets across different areas.