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Title:  Customer Support Representative




Requisition ID: 70692


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


Purpose of Job:


The Customer Support Representative is responsible for contributing to the Business Support Centres overall success by providing administrative and processing support to the Centres Customers and related Sales Teams. The incumbent places appropriate emphasis on AML and compliance activities.  The incumbent continually works with Customers providing service consistent with Scotia Service Standards, Complaint Resolution Standards and Procedures. He / she looks for opportunities to promote the sale of bank product and services. 


Major Accountabilities:     


1. Assist with providing administrative and processing support by:

Accurately processing daily transactions originated by customers, management or a B/F system;

Checking/authorizing transactions within approved limits;

Preparing returns and reports as required;

Executing necessary corrections as identified through exception reporting;

Maintaining strict adherence to Bank custody and security procedures and reporting any unusual occurrence or fraudulent activity to the supervisor immediately;

Responding to customer operational issues or concerns;

Assisting with implementing changes to operating procedures and systems in order to increase efficiency and meet Bank regulations;


2. Ensure the delivery of customer service is consistent with Scotia Service Standards by:

Developing a working knowledge of commercial products, services and procedures;

Providing courteous, responsive and accurate service to customers;

Taking full responsibility for all customer inquiries/concerns/complaints directed to  him / her by resolving those matters within their discretion to the customers satisfaction or by referring the customer to the appropriate source, as set out in the Banks Complaint Resolution Standards and Procedures;

Maintaining confidentiality of Bank and customer information;

Preparing correspondence relative to customer/external inquiries.


3. Assist with the Centres growth by:

Identifying through his / her ongoing customer contact new business opportunities   referring the opportunities to the appropriate sales officer; 

Ensuring that all service charges are applied and collected as appropriate and authorized.



Complexity of Position:


To be successful, you need to bring the following to the job:

Working knowledge of Business Support Centre regulations, policies, procedures, operations and functions;

Working knowledge of Bank's business related products and services

Thorough knowledge of the Banks transactional services;

Working knowledge of the Banks Anti Money Laundering and compliance policies and procedures;

Working knowledge of techniques to generate quality referrals;

Thorough knowledge of the Banks on-line interactive systems including BOLDS   connectivity, CAPs, FFT, BCS, TCS, BESS, AS400;



Behavioural competencies


Accuracy & Thoroughness (Level 3) - Ensuring work is completed correctly, thoroughly and is of high quality.


Communication (Level 2) - Choosing when and how to convey information and/or ideas concisely in ways that will be clearly understood. Listening to others. Tailoring approach to fit the person or audience. Ensuring internal/external communication channels, upward and downward, are open.

Customer Focus (Level 2) - Seeking information about the real, underlying needs of both internal and external customers, and taking personal responsibility for matching those needs to available or customized services. Correcting problems promptly and without being defensive.

Efficiency (Level 2) Finding ways to accomplish the most with the available amount of time and resources.

Empathy (Level 3) Being perceptive and sensitive to the feelings and attitudes of others.

Flexibility (Level 2) - Adapting to and working effectively with various individuals or groups. Ability to work effectively in a variety of situations or adapt one's approach to accommodate changes in the situation, organization or own job requirements. Understanding and appreciating different and opposing perspectives on an issue. Remaining calm under stress.

Results Focus (Level 2) Maintaining a focus on the task at hand and the desired results. Identifying opportunities for increasing the bottom line and pushing activities and projects in that direction.

Team Focus (Level 4) Working effectively with others to achieve common objectives. Taking action to create and sustain highly motivated groups to achieve common objectives. Helping integrate and sustain goals, roles and responsibilities of the team.




Authority / Decision Making / Direction Received:


His/her supervisor with close review to ensure conformity to established regulations and procedures provides active supervision. The incumbent handles routine decisions relative to assigned Position Authorities. Difficult or contentious issues are referred to more senior officers.  The incumbent works within a standardized environment and in accordance with practices and procedures as outlined in BSC operational manuals. He/she is expected to utilize sound judgement in the interpretation of data and instructions.


Working Conditions:


The position is primarily non-physical with intermittent periods of sitting or standing. Some movement of materials is required, usually by lifting. A standard office environment is provided. Concentration is required while serving customers, working on computers and verifying documents and reports. Work can be cyclical. Majority of deadlines and time constraints are predictable, however, disruptions and customer demands/volumes may impact work flows.


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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