Service Officer, Lending Services (8 Month Contract)

Scotiabank•Mississauga, ON

2d•Onsite

About The Position

This is an 8-month contract role where the successful candidate will contribute to the overall success of the Lending Services business unit by executing specific individual goals, plans, initiatives, and assigned tasks in support of team business strategies and objectives. The role requires a high degree of accuracy and adherence to governing regulations, internal policies, and procedures. The Service Officer will champion a client-driven culture, prepare and execute intricate security and Business Banking documents, and maintain up-to-date knowledge of Commercial and Small Business products, processes, and policies. They will also collaborate with stakeholders to resolve issues, respond to service inquiries, and contribute to enhancing the customer experience. The role involves understanding and considering the Bank's risk appetite and risk culture in daily activities and decisions, and ensuring adherence to operational risk, regulatory compliance risk, AML/ATF risk, and conduct risk obligations. The Service Officer will champion a high-performance and inclusive work environment and 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, products & services, and security & collateral documentation.
Strong knowledge and experience in the setup and execution of onboarding accounts, products & services, and loan/funding.
Fluency in English (written & verbal) and Organizational Skills.
Working knowledge of Microsoft Office (Excel, Word, and Outlook).

Responsibilities

Champion a client-driven culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
Prepare and execute intricate security and Business Banking documents to meet the requirements stipulated by the Bank’s policies and procedures to support the fulfillment of new and the ongoing maintenance, amendment and service activities of lending products & services (including instructions to lawyers, appraisers, and other contacts as applicable).
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.
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.
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.
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.
Contribute to the overall Pulse Score by championing opportunities to enhance the customer experience.
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.
Champion a high-performance environment and contribute to an inclusive work environment.
Perform other related duties as assigned.
Operate independently to execute the fulfillment and maintenance of Commercial and Small Business lending products & services within assigned authorities/limits.
Review, assess, and process high volumes of standard/non-standard credit, service, and support customer transactions.
Act as a dedicated subject matter expert providing timely resolution to clients and business partners on all Commercial and Small Business lending products, services, tools, systems, procedures, etc.
Recognize and identify knowledge gaps and performance concerns and address/report these observations through the appropriate escalation process.
Take responsibility for client and partner inquiries, concerns, or complaints and present solutions or alternatives.
Provide 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.
Participate in cross-training to broaden skillsets across different areas.