Supplier Relations Officer, Agency Management

Scotiabank•Toronto, ON

2d•Onsite

About The Position

The Supplier Relations Officer, Agency Management is responsible for providing specialized customer service and administrative support as it relates to the coordination of workload and work-flow, production activities, report processing, and system maintenance ensuring its adherence to Bank security and operational procedures and policies relating to all Retail and Small Business Collection Agency matters. Working in close partnership with the branches and internal business partners the SRO, Agency Management provides expert advice and solutions that help business partners achieve their goals while keeping alignment with the Bank’s Strategy.

Requirements

Minimum of 3 years of experience in Collections, Litigation or Bankruptcy.
Two year college degree in Accounting, Finance, Business, Management or Undergraduate Degree in Accounting
Ability to deal effectively with Branch/Customer inquiries, concerns or complaints and provide prompt and accurate resolution to the complete satisfaction of all parties involved the Customer, the Bank, and Reconciliation department.
Sound knowledge of the Bank’s retail credit and risk policies, as well as loan documentation, and audit discipline.
Thorough knowledge of the Bank’s Regulatory and Compliance requirements as they relate to collection processes, including Privacy, Anti-Money Laundering (AML)/Anti-Terrorist Financing; and Know your Customer (KYC) requirements.
Good understanding of the Bank’s collection culture.

Nice To Haves

Fluent in French is an asset.
Internal systems and applications that support the Unit’s processes (Preferred)

Responsibilities

Conduct monthly performance reviews with vendor partners, including detailed analysis of scorecards and recovery metrics.
Lead regular discussions with vendors to assess performance, probe recovery results, identify gaps, and implement strategies for continuous improvement.
Hold vendors accountable to performance expectations while proactively driving increased recoveries and operational effectiveness.
Represent The Bank of Nova Scotia in court proceedings, including trials and settlement conferences, delivering clear, professional presentations before judges.
Prepare for and attend court appearances on Zoom, ensuring all documentation, arguments, and case strategies are thoroughly reviewed and effectively communicated.
Engage in settlement discussions with opposing parties and stakeholders to achieve favourable outcomes where appropriate.
Taking full responsibility for all inquiries/concerns/complaints received and providing accurate solution within assigned timeframes and in adherence to Bank policy and procedure.
Providing prompt, courteous and knowledgeable responses to inquiries received.
Maintaining the confidentiality of customer information at all times.
Recommending how can we provide a simpler and more compelling service to our customers and/or encouraging the staff to challenge the status quo and recommend new and better ways to serve our customers.
Verifying the accurate processing, posting and verification of the daily accounting transactions while ensuring Service Level Agreements are met.
Ensuring completion deadlines for each process are as per operating procedure guidelines.
Advising the immediate Department Manager of any problem situations observed and provide recommendations.
Understanding the branch services, processes, operations and systems (PEGA, MS Office Suite, AS400, LAN and others) to ensure required transactions are duly processed as per Bank policies, procedures, service standards, and workflows.
Reviewing key indicators report on a regular basis and advise of any trend to the unit’s business leader.
Ensuring corrective action is taken/ recommended/ escalated as appropriate.
Maintaining strict adherence to Bank and Customer Transaction Support security procedures.
Ensuring all customer files, and passwords under custody are maintained in accordance with Bank regulations.
Adhering to the Banks’ Position and Signing Authorities.
Ensuring that exception items and/or conditions are escalated to management, especially as it relates to unusual occurrences or fraudulent activity.
Assisting with the training of new team members (Delegating, checking and reviewing work preparation) or the monitoring of cross-training initiatives within the department.