Service Officer, Cash Management Services - Tahoe

Scotiabank•Mississauga, ON

2d•Onsite

About The Position

Contributes to the overall success of the Cash Management Services business unit by ensuring specific individual goals, plans, initiatives and assigned tasks are executed/delivered in support of the team’s business strategies and objectives. Ensures all activities conducted with a high degree of accuracy follow governing regulations, internal policies, and procedures. In this role, you will champion a client-driven culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge. You will provide an excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing clients as it pertains to their day-to-day Banking requests adhering to established performance and productivity standards. You will maintain up-to-date knowledge and understanding of relevant Commercial and Small Business products, processes, and policies, including completing internal training, and reviewing appropriate news items and publications. You will participate as an active partner, and initiate changes by collaborating with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs, and improve services. You will respond promptly and effectively to service inquiries, concerns, and complaints from Banking partners, with the ability to resolve servicing issues and reduce business and client impact with managerial direction as required. You will analyze situations and present sound recommendations and decisions to overcome any obstacles and escalating if required. You will facilitate decision making processes by providing timely, meaningful, and easily available data. You will understand how the Bank’s risk appetite and risk culture should be considered in daily activities and decisions. You will contribute to the overall Pulse Score by championing opportunities to enhance the customer experience. You will actively pursue effective and efficient operations of respective areas, while ensuring the adequacy, adherence to and effectiveness of 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 Scotiabank Code of Conduct. You will champion a high-performance environment and contribute to an inclusive work environment. Perform other related duties as assigned.

Requirements

Post-Secondary Education
Minimum of 2 years of relevant working experience (Commercial / Small Business) in Financial Services or related industry.
Proven customer service skills, as well as flexibility to adapt to changing environments.
Experienced and knowledgeable of Business Banking credit as it applies to the Corporate, Commercial and Small Business Bank’s policies & procedures and products & services.
Strong knowledge and experience in the setup, maintenance and execution of onboarding accounts and products & services.
Fluency in English (written & verbal) and Organizational Skills.
Effective communication (written & verbal).
Working knowledge of Microsoft Office (Excel, Word, and Outlook).

Responsibilities

Champions a client-driven 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 their day-to-day Banking requests adhering to established performance and productivity standards.
Maintains up-to-date knowledge and understanding of relevant Commercial and Small Business products, processes, and policies, including completing internal training, and reviewing appropriate news items and publications.
Participates as an active partner, and initiates changes by collaborating 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.
Resolve 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 daily activities and decisions.
Contributes to the overall Pulse Score by championing opportunities to enhance the customer experience.
Actively pursues effective and efficient operations of respective areas, while ensuring the adequacy, adherence to and effectiveness of 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 Scotiabank Code of Conduct.
Champions a high-performance environment and contributes to an inclusive work environment.
Perform other related duties as assigned.
Operates independently to execute operations functions within assigned authorities/limits.
Reviews, assesses, and processes high volumes of standard/non-standard credit, service, and support customer transactions.
Acts as a dedicated subject matter expert providing timely resolution to clients and business partners on all Commercial and Small Business Banking products, services, tools, systems, procedures, etc.
Taking 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).
Assist in identifying and implementing efficiency-focused improvements to operating procedures and/or systems to meet Bank regulations, operational effectiveness and overall process simplification.
Participates in cross-training to broaden skillsets across different areas.