Title:  Customer Relations Representative, Retail Lending

Requisition ID: 206506

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Customer Relations Representative, Retail Lending - Dealer Finance Centre

Two (2) casual positions based in Hamilton, ON or Anjou, QC

Contributes to the overall success of the Dealer Finance Centre (DFC) by meeting Service Excellence goals for internal and external customers by providing prompt, accurate and professional resolution to all inquiries while adhering to the Bank security, operational and compliance procedures and policies.

The objective of the role is to handle a high volume of incoming administrative requests by servicing the intake and creation of custom programs as well as filing documents electronically for retail automotive indirect applications. More specifically, your responsibilities include assisting clients with their concerns, responding to and effectively resolving their issues. You are responsible for contributing to the provision of human, straightforward and knowledgeable service through your daily interactions to foster a relationship of mutual trust and confidence with clients and other team members.

Is this role right for you? In this role, you will:

Performs all Customer Service activities according to established service standard and established targets:

• Handling a high volume of incoming dealer and client requests that are a barrier to the retail lending staff
• Following the Bank’s service standard guidelines during all contacts with dealerships, clients, Branches and other Bank departments;
• Providing a high level of customer service on all incoming telephone/fax/electronic inquiries from Dealerships

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

• Delivering the desired client experience by consistently applying the Service Standards during all client interactions.
• Acquiring and maintaining a detailed knowledge of products and services;
• Responding to the client’s inquiries fully and effectively resolving clients concerns on the spot and/or escalating as appropriate and in defensively.
• Projecting an image on the phone and at all times by ensuring the customer experience is delivered in a professional and friendly manner;
• Demonstrating confidence and knowledge by ensuring transactions are thorough and accurate
• Demonstrating respect and knowledge in every client interaction;
• Participating in and supporting change initiatives;
• Contributing to effective team morale and employee relations through positive interactions with team members and participating in the Applause Program;
• Accept responsibilities for sundry assignments

Actively pursues effective and efficient operations of their 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 by:

• Adhering to custody and security procedures and policies at all times;
• Adhering to position authorities and Bank policies;
• Maintaining punctuality and adhering to designated break and lunch schedule
• Complying with regulatory requirements as part of the service process, including Know Your Customer (KYC), Anti-Money Laundering/Anti-Terrorist Financing (AML/ATF) Privacy and Occupational Health and Safety (OHS) requirements, processes and guidelines;
• Reporting immediately any unusual occurrences or fraudulent activity and escalating issues/deficiencies/ trends to your Direct Supervisor and/or Director of Operations, VP and Centre Manager and/or Chief Compliance Office.
• Timely escalation of issues/obstacles/trends to your Direct Supervisor to resolve

Provides Administrative Support and Contributes to DFC growth, profitability and productivity:

• Providing above average customer service in all contacts;
• Participating in reviewing/identifying business needs, developing requirements;
• Respond and action Dealer request for errors or omissions on compensation

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Accountable for providing a superior customer experience.
• Sound knowledge of specific discipline relative to the business unit, e.g. documentation rules / guidelines;
• Sound knowledge of automated systems and software packages relevant to the business: ALSCOM, DealerTrack, RouteOne and Microsoft Office;
• Knowledge of the Retail Lending and the relevant loan / lease credit policies, procedures, pricing and authorities.
• Ability to focus on detail;
• Strong organizational and multi-tasking ability;
• Ability to manage all activities within established time and productivity targets, as set by Automotive Finance & Indirect Lending;
• Strong knowledge of legislative, governance or regulatory rules, Anti-Money Laundering/Anti Terrorist guidelines.
• Banking/financial/leasing experience highly desirable

Working Conditions

Work in a standard office-based environment; non-standard operating hours Monday-Saturday. Month-end driven with seasonality, overtime is required during these peak periods. 

Operational hours:

Monday - Friday 8:30am to 9:00pm

Saturdays 8:30am to 5:00pm

Location(s):  Canada : Ontario : Hamilton 

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.