Title:  Client Services Associate - Anjou

Requisition ID: 242912

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

Position: Client Services Associate/Dealer Finance Centre/Automotive Finance/Canadian Banking 

Purpose of Job

Contributes to the overall success of the Dealer Finance Centre/Automotive Finance/Canadian Banking ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. The Client Services Associate is responsible for the preparation, execution, registration, maintenance, and storage of collateral documents and other related documentation for business banking clients. They are responsible for daily monitoring of accounts, compliance, and ensuring established requirements are met to mitigate risk for the Bank. The incumbent is responsible for assessing the quality and accuracy of client and Bank generated documentation related to all aspects of the Dealer Finance Centre’s lending and banking portfolio. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

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

1. Ensure delivery of the client experience to clients and partners is consistent with the Client Experience Model and Scotia Service Standards:

• Participate in the onboarding of new clients by gathering client data to ensure clients are onboarded in a professional and timely manner
• Contact includes taking the responsibility for co-ordinating all responses to inquiries, issues, and any day to day interactions with existing clients
• Acquire and maintain a strong knowledge and understanding of, Electronic Banking, Global Transaction Banking, investments, credit products, and services to better service Clients’ ongoing needs
• Keep knowledge current by reviewing manual changes, circulars, and procedural changes on an ongoing basis combined with cross training as deemed necessary by the incumbent and/or supervisor
• Complete investigations for all adjustments & corrections ensuring the entries are prepared accurately and forwarded to the DFC accounting or CAU for processing once authorized
• Check and authorize transactions within approved limits
• The incumbent will also contribute to the provision of human, straightforward and knowledgeable service through their daily interactions to foster a relationship of mutual trust and confidence with our clients, partners, and other employees
• Achieve service levels, and where this is not possible, provide the client/partner with a reason/explanation.

2. Administer the Dealer Finance Centre loan portfolio according to established processes and procedures by:

• Preparing documentation in accordance with credit authorizations and Bank policies
• Executing a detailed document review program ensuring all assigned documents are accurate, complete, properly executed, and registered as required
• Obtaining appropriate adjudicating authorization to fund loans with exceptions prior to funding
• Liaising with the necessary internal and external groups to ensure required information and documentation are obtained
• Complete and process flooring and leasing audits according to approved guidelines, identifying and escalating potential risk issues.

3. Contribute to the overall business objectives of the Business Banking Community:

• Respond promptly and effectively to requests, concerns, and complaints from the Client, and Partners;
• Prepare any product documentation and ensure delivery to an existing client or partner for execution
• Review completed documentation from clients for accuracy, completeness, and obtain appropriate approval for any non-standard documentation received
• Take full responsibility for and ensuring the successful implementation of “add-on” accounts and services to existing client relationships either from direct client contact or as directed from RM/CMCC Sales by liaising with the designated Branch, BSC, GICS, Cash and Treasury Management
• Services, and the CAU as required
• Implement in a timely, efficient, and accurate manner Electronic Banking, Business Account, and Cash Management servicing/product requests (e.g. new accounts, adding additional accounts/services for existing clients, closing accounts, signing officer changes, name changes, etc.)
• Ensuring all special pricing terms, special communication requirements, and any other special conditions are understood/supported by the applicable system owner/service provider
• Ensure all non-standard service charges and interest rates or billing protocols (consolidated, re-routed, etc.) are implemented

4. Ensure the Bank’s risk profile is mitigated through sound and timely monitoring, conforming to Bank policies and procedures by:

• Maintaining and following up defective security documents in a document management tracking system and escalating issues as required
• Escalating exception items and matters requiring attention to the Operations Manager for resolution
• Ensure that all non-negotiable security documentation is current, accurate and entered into the appropriate files and followed up with customers for appropriate renewals etc. (eg. Fire insurance)
• Register documentation, as required

5. Minimize the Bank’s exposure to risk by:

• 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.
• Identify and escalate unusual occurrences, fraudulent activities, issues/deficiencies/trends to your supervisor
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions

6. Participate actively in team activities/initiatives and take responsibility for self learning and development:

• Learning and embracing new procedures, technologies and processes
• Participating in and supporting change initiatives for the team and the Centre
• Contributing to effective team morale and employee relations through positive interaction with team members and participating in the Applause Program
• Taking ownership of his/her own Development Plan, working

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

• College or University degree preferred or minimum 2 years related experience in a position of similar responsibility
• Ability to review a credit authorization and determine the collateral requirements
• Thorough knowledge in collateral and security documentation in order to perfect any security interests in the accounts
• Thorough knowledge of the Bank’s Business Banking products and services;
• Working knowledge of Bank’s lending products, deposit/investment products, cash management/electronic banking products/services, along with policies and procedures; 
• Thorough knowledge of the Bank’s interactive systems including BOLDS, AS400, SDR, Excel, Word, FFT, and IRIS 
• Ability to effectively and concisely communicate issues and concerns relate to issues/challenges identified in the onboarding of customer 

Working conditions:

• Work in a standard office-based environment; 
• Concentration is required while serving customers/partners, working on computers and verifying documents and reports. 

Location(s):  Canada : Quebec : Anjou 

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.