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Title:  Bilingual Service Officer - Montreal, Qc

 

 

 

Requisition ID: 100216

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

 

Purpose

Contributes to the overall success of the Corporate and Commercial Banking Day to Day service team in 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.

 

Accountabilities

  • Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Provides an excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing clients as it pertains to their day to day inquiries/investigations (i.e. balance inquiries, signature verifications, cheque testing, confirmations, account/loan investigations, etc.) and thereby adhering to established Operating Performance Commitments (OPCs).
  • Maintains up-to-date knowledge and understanding of relevant products, processes and policies, including completing internal training, and reviewing appropriate news items and publications.
  • Participates as an active partner, and initiates changes by working with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs and improve services.
  • Responds promptly and effectively to service inquiries, concerns and complaints from Banking partners, with the ability to:
    • Resolve day-to-day servicing issues and reduce business and client impact with managerial direction as required. 
    • Analyze situations and present sound recommendations and decisions to overcome any obstacles, and escalating if required.
    • Facilitate decision making processes by providing timely, meaningful and easily available data.
  • 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 Scotiabank Code of 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 vision/values/business strategy and managing succession and development planning for the team.
  • Perform other related duties as assigned.

 

Dimensions

  • Operates independently to execute day-to-day operations within authorized limits
  • Reviews and processes high volumes of daily transactions originated by customers, management or a B/F system (inquiries, investigations, transfers between accounts, confirmations, etc.).
  • Ensures customer identification is executed through Business Authentication processes
  • Acts as a dedicated point of contact for day-to-day service activities and provides service and support to our clients and business partners as required.
  • Investigate all adjustments & corrections ensuring entries are prepared accurately and processes with the appropriate level of approval
  • Responds to client and partner inquiries, concerns, or complaints and presenting solutions or alternatives, escalates to supervisor as required
  • Business Units supported include, but are not limited to: Commercial Banking, Small Business, Corporate, Global Risk Management, Payments & Cash Management, Audit, Quality Assurance, Trade services, Scotia Leasing, Real Estate Banking, Client Services and Solutions, Cash Management Call Centre, Symcor, and other units (as applicable). Services approximately 37,000 Commercial/Corporate clients.
  • Provides national coverage between the hours of operation (7 a.m. – 8 p.m. Eastern Standard Time). Shifts may vary.
  • Participates in the implementation of efficiency-focused improvements to operating procedures and/or systems in order to meet Bank regulations by participating in pilots and “test & learn” as required.
  • Participates in cross-training to broaden skillsets across different areas.

 

Must Haves

  • Post-Secondary Education or a minimum of 1 years of relevant working experience in Financial Services or related industry.
  • Working knowledge of Corporate and Commercial products, services and procedures
  • Proven customer service skills, as well as flexibility to adapt to changing environments.
  • Thorough knowledge of the Bank’s transactional services
  • Effective communication in English and French (written & verbal) 
  • Working knowledge of Microsoft Office (Excel, Word, and Outlook)

 

 

Location(s):  Canada : Quebec : Montreal 

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.


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