Service Officer, Client Service

Scotiabank•Mississauga, ON

7d•Onsite

About The Position

Contributes to the overall success of the Client Service team 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 Service Officer will champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. They will provide an excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing clients as it pertains to one of two focus areas: Payments (i.e., certified cheques, wires, bank drafts, foreign currency etc.) or Day to Day (i.e., indexing, inquiries, investigations etc.), thereby adhering to established Operating Performance Commitments (OPCs). The role involves maintaining up-to-date knowledge and understanding of relevant products, processes and policies, including completing internal training, and reviewing appropriate news items and publications. The Service Officer will also 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. They will respond promptly and effectively to service inquiries, concerns and complaints from partners/clients, with the ability to resolve day-to-day servicing issues and reduce business and client impact with managerial direction as required. This includes analyzing situations and presenting sound recommendations and decisions to overcome any obstacles, and escalating if required, as well as facilitating decision-making processes by providing timely, meaningful and easily available data. Furthermore, the Service Officer will understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions. They will actively pursue 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, 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. The role also 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. Other related duties as assigned.

Requirements

Post-Secondary Education or a minimum of 1 years of relevant working experience in Financial Services or related industry.
Working knowledge of Retail, Corporate and Commercial products, services and procedures.
Proven customer service skills, as well as flexibility to adapt to changing environments.
Thorough knowledge of the Bank’s transactional services.
Effective 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 two focus areas: Payments (i.e., certified cheques, wires, bank drafts, foreign currency etc.) or Day to Day (i.e., indexing, inquiries, investigations etc.) and thereby adhering to established Operating Performance Commitments (OPCs).
Maintains up-to-date knowledge and understanding of relevant products, processes and policies, including completing internal training, and reviewing appropriate news items and publications.
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 partners/clients, with the ability to resolve day-to-day servicing issues and reduce business and client impact with managerial direction as required.
Analyzes situations and presents sound recommendations and decisions to overcome any obstacles, and escalating if required.
Facilitates 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 pursues 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, 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 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.
Perform other related duties as assigned.
Reviews and processes high volumes of daily transactions originated by customers, management or a B/F system.
Ensures customer identification is executed through Authentication processes.
Acts as a dedicated point of contact for day-to-day service activities and provides service and support to our clients and partners as required.
Responds to client and partner inquiries, concerns, or complaints and presenting solutions or alternatives, escalates to supervisor as required.
Provides national coverage between the hours of operation (7 a.m. – 8 p.m. Eastern Standard Time).
Participates in the implementation of 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.