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Title:  Accounting Officer, Investigations




Requisition ID: 88288


Join the Global Community of Scotiabankers to help customers become better off.


Job Title:


Accounting Officer

Job Family:

Job Code:

Job Level: 004

Date Review: April 2018

Stewardship Flag: No


Operations & Corporate Services (OCS) – Item & Exception Processing, Reconciliation Garnishments & Projects

Business Line:

Global Operations

Purpose of Job:


The Accounting Officer, Item & Exception Processing is a subject matter expert supporting the Branch and units within the Shared Services group in investigating exceptions, and accurately processing adjustments in a centralized environment.   The Officer completes these functions in a timely fashion, and in compliance with governing regulations and internal Bank policies and procedures, embracing a performance-oriented culture and delivering an excellent customer experience.


Reporting Relationships:

Reports to:

Manager, Item & Exception Processing

Direct Reports:



Major Accountabilities:

  1. Customer Experience – Provide best-in-class customer service by:
    1. Maintaining a high degree of relevant, up-to-date knowledge and understanding of appropriate processes and systems; including completing internal training to maintain expertise, and reviewing all News Items, Manual and Job Aid updates, and related publications;
    2. Ensuring a consistent, excellent level of service is provided within Service Level Agreement commitments; 
    3. Overcoming or working around obstacles that stand in the way of successful completion of difficult assignments and/or escalation of such;
    4. Prioritizing inbound escalations through a triage system to help the field deliver an elevated level of customer focus.
  2. Operational Effectiveness/Improvement -  Foster an environment that promotes quick, flexible and timely support, while mitigating risk by:
    1. Efficiently completing daily activities that contribute to volume tracking, thus ensuring optimal fulfillment of branch support needs is being provided;
    2. Recognizing, and escalating to management, trends, problems and opportunities;
    3. Assisting with reallocation of resources in areas requiring additional support due to unplanned activities;
    4. Seeking information to resolve real, underlying needs of our customers/partners and correcting problems to avoid future recurrences;
    5. Providing insight, feedback, and recommendations on plans, tools, and processes and how they can be improved;
    6. Prioritizing/monitoring one’s work and recommending changes to maximize the effectiveness of such;
    7. Adhering to day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook, the Guidelines for Business Conduct, and Privacy;
    8. Achieving targeted outcomes through the maintenance of a strong focus on the task at hand and the desired results;
    9. Understanding the Business Continuity Plan and contributing to its effective execution.
  1. Development -  Effectively support an environment of high performance by:
    1. Ensuring department and position accountabilities, objectives, and goals are understood; 
    2. Participating in ongoing coaching and continuously looking for development opportunities;
    3. Maintaining open lines of communication with management and team;
    4. Contributing to an inclusive and safe work environment;
    5. Being accountable and striving to achieve goals and objectives that align to Scotiabank’s vision/values/business strategy.
  2. Relationship Management - Maintain relationships with business line partners by:
    1. Participating as active colleagues by working with manager in consultations with SSG units, branches, and business lines to resolve issues, remove roadblocks, reduce costs and improve services.





Education/Work Experience/Designations/Other Information


  • Thorough listening, oral and written communication skills
  • Expert organizational and time management skills
  • Thorough knowledge of Bank policies, procedures, and regulations
  • Thorough knowledge of branch services, products, and processes, and/or RSC or OCS processes
  • Thorough knowledge of LAN/PC operations and systems (e.g. Pega, MS Office Suite, AS400, FFT, IRIS, and others) knowledge of operating procedures as it relates to financial returns and reporting
  • Ability to work under pressure with constant interruptions
  • Must be flexible in a changing environment

Education & Accreditations:

  • Post-secondary education in Accounting, Finance, Business, and/or Management an asset, with a minimum of 1 year relevant experience



Dimensions: This job is accountable for the following:

Number of Units Serviced:

All Canadian Domestic Branches and select non-branch transits:

    • This may also include ABM services (branch or 3rd party serviced)
    • Digital transits and fulfillment services (e.g. RDC)


Specific dimensions associated with measurement of success in this role include:

    • Key Performance Indicators (KPIs) around support activities conducted (calls, emails, skill builds, etc.)




Working Conditions:

Standard office environment, with little risk of exposure to hold-ups, extortion, etc. There is a constantly changing environment (priorities and deadlines) with dynamic volumes or processing problems encountered.  Work must be accurately completed, while maintaining a high level of service to customers, within agreed upon service level agreements.  Non-standard working hours may be a requirement, as hours range from Monday to Friday 8:00 a.m. – 8:00 p.m.


Location(s):  Canada : Ontario : Mississauga 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.


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.