Service Officer, Lending Services - Tahoe

Scotiabank•Mississauga, ON

2d•Onsite

About The Position

This role contributes to the Lending Services business unit by executing specific individual goals, plans, initiatives, and tasks to support team business strategies and objectives. The position requires a high degree of accuracy and adherence to governing regulations, internal policies, and procedures. The Service Officer champions a client-driven culture, prepares and executes intricate security and Business Banking documents, and maintains up-to-date knowledge of Commercial and Small Business products, processes, and policies. They collaborate with stakeholders to resolve issues, improve services, and respond effectively to inquiries and complaints. The role also involves understanding the Bank's risk appetite and contributing to an enhanced customer experience and high-performance, inclusive work environment. Other 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

Champions a client-driven culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
Preparation and execution of 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).
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, with the ability to resolve 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 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 the fulfillment and maintenance of Commercial and Small Business lending products & services 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 lending products, services, tools, systems, procedures, etc.
Recognizes and identifies knowledge gaps and performance concerns and addresses/reports these observations through the appropriate escalation process.
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). Shifts may vary.
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.