Service Officer, Client Service - Tahoe

Scotiabank•Mississauga, ON

1d•Onsite

About The Position

This role contributes to the overall success of the Client Service team in Canada, ensuring individual goals and initiatives are executed to support business strategies and objectives. All activities must comply with governing regulations, internal policies, and procedures. The Service Officer champions a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge. They provide excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing clients in one of two focus areas: Payments (e.g., certified cheques, wires, bank drafts, foreign currency) or Day to Day (e.g., indexing, inquiries, investigations), adhering to established Operating Performance Commitments (OPCs). The role requires maintaining up-to-date knowledge of relevant products, processes, and policies, and participating as an active partner to resolve issues, remove roadblocks, reduce costs, and improve services. The Service Officer responds promptly and effectively to inquiries, concerns, and complaints, resolving day-to-day servicing issues with managerial direction as needed, analyzing situations, presenting recommendations, and escalating when required. They facilitate decision-making by providing timely and meaningful data and understand how the Bank’s risk appetite and risk culture should be considered in daily activities and decisions. The role also involves pursuing efficient operations, ensuring adequacy and adherence to business controls for operational risk, regulatory compliance risk, AML/ATF risk, and conduct risk. Additionally, it champions a high-performance environment and implements a people strategy to attract, retain, develop, and motivate the team by fostering an inclusive work environment, communicating vision/values/business strategy, and managing succession and development planning. Other duties as assigned include operating independently within authorized limits, reviewing and processing high volumes of daily transactions, ensuring customer identification through authentication processes, acting as a dedicated point of contact for service activities, and responding to inquiries with solutions or alternatives, escalating to a supervisor as required. The role provides national coverage between 7 a.m. – 8 p.m. Eastern Standard Time, with potential shift variations. It also involves participating in efficiency-focused improvements, operating procedures, and system implementations, as well as cross-training to broaden skillsets.

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

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 two focus areas: Payments (e.g., certified cheques, wires, bank drafts, foreign currency) or Day to Day (e.g., indexing, inquiries, investigations).
Adhere to established Operating Performance Commitments (OPCs).
Maintain up-to-date knowledge and understanding of relevant products, processes and policies, including completing internal training, and reviewing appropriate news items and publications.
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 partners/clients.
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 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 authorized limits.
Review and process high volumes of daily transactions originated by customers, management or a B/F system.
Ensure customer identification is executed through Authentication processes.
Act as a dedicated point of contact for day-to-day service activities and provide service and support to clients and partners as required.
Respond to client and partner inquiries, concerns, or complaints and presenting solutions or alternatives, escalating to supervisor as required.
Participate 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.
Participate in cross-training to broaden skillsets across different areas.