Title:  Merchant Services Officer-Fulfillment and Set-up

Requisition ID: 271157 
Employee Referral Program – Potential Reward: $0.00  

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Purpose

Contributes to the overall success of the International Operations & Shared Services and Business Service Centres (BSC) ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. The Merchant Services Support Officer is responsible for contributing to the Business Service Centre’s overall success by providing a full range of service ensuring all aspects of the Business Client’s needs are addressed in a manner consistent with Scotia Service Standards and Complaint Resolution Standards and in doing so, positively differentiate the level of service/support provided to the Customer from that provided by other financial institutions. He/she may be required to process a wide variety of customer transactions throughout the day. He/she is responsible for reaching business objectives through the provision of support in areas relating to merchant services.

Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Provide Merchant Customer Support and assist with the development, expansion and maintenance of Bank Merchant related activities, to maximize market penetration and profitability by: o Managing and distributing incoming mail/email/faxes related to merchant. o Processing daily reports generated by FDMS. o Conducting merchant onboarding due diligence checks. o Conducting various administrative functions within the Merchant Annual Review process. o Provide a monthly report on the status of overdue merchant reviews and chargeback volumes. o Providing feedback to management on customers’ satisfaction with the Bank’s products and services as required. o Being responsible to review the merchant related responsibilities outlined in the BSC Checkpoint portal and be current with all updates to ensure the delivery of services directly with the Bank’s clients and internal business partners. 

• Contribute to the overall business objectives of the Unit in maintaining operational effectiveness by: o Maintain a good knowledge of operating procedures and systems relating to the effective operation of the BSC and ensuring the policies and procedures are adhered to. o Ensure security procedures are strictly adhered to and that the documentation and use of terminals/computers are properly safeguarded/controlled, immediately reporting any variance to the BSC Manager. o Ensure information placed on the Bank’s systems or that is otherwise communicated is accurate. o Maintain the integrity and confidentiality of Bank and client information under the rules and regulations as set out in the Bank’s Privacy Code. o Recommend appropriate change to policy and procedures that will provide efficient operations, meet commitments to customers, and meet custody and security policies.

• Ensure the delivery of customer service fosters overall Bank satisfaction consistent with ScotiaService Standards by: o Interactions with clients/branches/suppliers display a way that is human, straightforward and knowledgeable by: o Showing respect to the client, listening to the client’s needs. o Take full responsibility for all inquiries/concerns/complaints directed to you by: o Ensuring problems are adequately documented. 2 Position: Merchant Services Support Officer Reporting Relationships (Job Titles only) Primary Manager: (include secondary Manager if applicable) • Assistant Manager Merchant Services Direct Reports: • None Shared Reports (solid/dotted if applicable): • N/A Dimensions o That matters arising of a customer query/complaint is immediately escalated to the supervisor for resolution. o That commitments made have been met. o Recommending actions that will prevent recurring problems, where possible. o Understanding and adhering to the standards and procedures of the Bank’s Complaint Resolution Process.

• Meet Regulatory and Bank policies and procedures for client transactions by: o Apply the Know Your Customer (KYC) requirements including client identity, source(s) of funds and the nature and volume of the activity that is to be undertaken. o Monitoring the application of KYC requirements including client identity, source(s) of funds and the nature and volume of the activity that is to be undertaken by the service/support team and take corrective action when policies and procedures are not adhered to. o Adhere to Bank and Centre security procedures with respect to assigned authorities and responsibilities. o Document and escalate any unusual occurrences or fraudulent activity to your supervisor/compliance officer as soon as you become aware of it in conjunction with the Bank’s Anti-Money Laundering Guidelines.

• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

• Actively pursues effective and efficient operations of his/her 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, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.

• Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team. 


Education / Experience / Other Information (include only those that are specific to the role)
Education:
• University Degree or equivalent working experience. • High oral and written skills is required. • Internet savvy and computer skills a must. Work Experience: • Contact Center Experience is desired. • Knowledge of Cash Management Services suite of products is needed. • Knowledge of Banking Operations and/or Corporate and Commercial Banking is desired • Branch Experience is recommended. 

Location(s):   

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets. 

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our  Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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