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Estate Help Desk Officer

Date: Feb 7, 2019

Location: Mississauga, ON, CA

Company: Scotiabank



Requisition ID: 47582


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

Job Purpose

Contributes to the overall success of The National RSC Helpdesk & RSC Estate Help in Mississauga, Ontario Canada 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.


Key Accountabilities

  • Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Ensuring an elevated level of process and system related knowledge is maintained; and a consistently elevated level of service is provided
  • Ensuring Operation Performance Commitments and standards are understood and adhered to
  • Ensuring an elevated level of process and system related knowledge (as it relates to the estate settlement policies, and procedures) is maintained; and a consistently elevated level of service is provided;
  • Efficiently completing daily activities that contribute to volume tracking, thus ensuring optimal fulfillment of partner support needs is being provided;
  • Escalating the identification of trends to management, which will assist in streamlining processes and service delivery to partners and customers;
  • Achieving targeted outcomes through the maintenance of a strong focus on the tasks at hand and the desired results;
  • Effectively performing activities related to new and enhanced support initiatives and periodic Bank roll-outs.
  • Attending staff, unit meetings for the receiving and dissemination of information
  • Participating as active partners, and initiating changes by working with manager, Global Operations, branches, and business lines (e.g. Product Group, Systems Operations, Branch Customer Experience, etc.) to resolve issues, remove roadblocks, reduce costs and improve services;
  • 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 contributes to an inclusive work environment.


Functional Competencies

  • Expert listening, oral and written communication skills
  • Thorough knowledge of Branch services, products, policies and procedures
  • Thorough organizational and time management skills
  • Thorough knowledge of LAN/PC Operations and systems (e.g. Pega, Office 365, AS400, and others)
  • Ability to work under pressure with constant interruptions
  • Must be flexible in a changing environment


The Help Desk Officer is responsible for the day-to-day support of branches and business line partners for all domestic Branch banking systems, procedures and navigation, and escalating matters so decisions can be made


Educational/Work Experience

Two year college degree in Accounting, Finance, Business, and/or Management, with a minimum of 1 year of relevant experience; or Undergraduate Degree in Accounting, Finance, Business, and/or Management; or High School diploma with a minimum 4 years of relevant experience. Branch Service & Operations experience an asset


Location(s):  Canada : Ontario : Mississauga

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

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