Bilingual ( French or Spanish) Technical Support Analyst I

Scotiabank • Toronto, ON

3d • Hybrid

About The Position

Global Transaction Banking (GTB) is the payments and transaction engine of Scotiabank. We support Small Business, Commercial and Corporate clients with effective treasury management solutions coupled with a best-in-class service model, making it easy for clients to do business with us. As businesses build their digital capabilities and transform their operating models, their payment needs are evolving too. Boasting a unique global footprint, GTB’s comprehensive suite of innovative banking solutions help our business clients generate operational efficiencies, streamline and simplify payments, improve working capital performance, and mitigate financial risk. At Scotiabank, we embrace your strengths, ideas, and ambitions. GTB is a fast-growing team with a focus on the Americas, particularly Canada, the U.S., Mexico, and we are seeking top tier talent to complement our organization. Join a purpose-driven winning team, committed to results, in an inclusive and high-performing culture. Purpose: Provide Technical support to Business Banking, Private Banking and Commercial clients for GBP Cash Management products via Inbound Call channel. Contribute to the overall success of the Client Services & Solutions Help Desk by ensuring specific individual goals, plans and initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensure all activities conducted follow governing regulations, internal policies and procedures.

Requirements

• Strong written and verbal communication skills.
• Ability to build strong relationships with peers and internal partners and work well under pressure.
• The incumbent must demonstrate strong technical/troubleshooting skills, with proven expertise with GTB Cash Management Products, such as ScotiaConnect Online, Digital/OTP Token, EFT, Wire Payments, ACH, IMT, Bulk EMT and interac E-Transfer. A must.
• Bilingual – French or Spanish – A must.
• Sound knowledge of internal systems, such as Edge, GWA/SCO ADMIN, CAMS UMS and Intralink.

Nice To Haves

• Computer Science Degree or Computer Networking Diploma – preferred but not mandatory.

Responsibilities

• Provide Technical Support assistance to Business Banking, Private Banking and Commercial clients via Inbound Call channel and promptly determining/interpreting the nature of the customer query and providing viable solutions.
• Ensuring adherence to the precepts of first call resolution thereby enabling the customer to meet their internal and/or Bank imposed deadlines.
• Deliver a positive customer experience by consistently applying service standards best practices during all customer interactions.
• Ensuring that Daily Telephone Service Factors established as departmental targets are consistently being met.
• Ensure all client interactions are properly logged and updated as per department standards.
• Conducting timely follow-up on existing cases and SN Tickets.
• Escalate to Management for guidance and direction on complex cases to effect pertinent resolutions in a timely manner.
• Liaise with Product Managers, GTB Sales Representatives, Branch personnel, Systems Development, Operations Processing and/or service bureaux to effect resolution of problems that are within the jurisdiction of these areas.
• Champion a high-performance environment and contribute to an inclusive work environment.

Benefits

• A rewarding career path with diverse opportunities for professional development
• A culture that promotes teamwork and cross-functional collaboration to achieve business goals. Inclusive workplace that values diversity of thought, background, and experience
• A competitive compensation and benefits package
• Opportunity to work with a very enthusiastic team that helps our clients by ensuring the Bank is able to continue to operate to deliver key business services.
• Hybrid working environment allowing for work/life balance
• focus on holistic well-being, our many flexible benefit programs are designed to help support your unique family, financial, physical, mental, and social health needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree