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Title:  Estate Help Desk Officer




Requisition ID: 135309  


Employee Referral Program – Potential Reward: $1,000.00 

We are committed to investing in our employees and helping you continue your career at Scotiabank. 



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.




  • 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. 

Skills and Requirements


  • 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.
  • 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 quickly, in order to adhere to deadlines. Ongoing initiative is expected in the pursuit of operational/service improvements and cost effectiveness. 


Location(s):  Canada : Ontario : Mississauga 

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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