Please be advised that our Careers site will be unavailable from November 28 at 12am ET to November 29 12am ET for scheduled system maintenance.

Title:  Senior Service Officer, Client Service, Day to Day - Service Centre of Excellence - Montreal, QC




Requisition ID: 200740

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


Position: Senior Service Officer, Day to Day - Service Centre of Excellence - Business Service Centre


Purpose of Job:

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.


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

  • 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.


What you will be doing?

  • Operates independently to execute day-to-day operations within assigned authorities/limits
  • Reviews and processes high volumes of standard/non-standard service and credit transactions of customers (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, providing expert and timely assistance to our clients and business partners on all Commercial and Corporate Banking products, services, tools, procedures, etc.
  • Recognizes and identified knowledge gaps and performance concerns and sharing these thoughts through an appropriate escalation process
  • Taking responsibility for client and partner inquiries, concerns, or complaints and presenting solutions or alternatives
  • 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. Eastern Standard Time). 
  • Assist with implementing 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.


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

  • Post-Secondary Education or a minimum of 2 years of relevant working experience in Financial Services or related industry.
  • Proven customer service skills, as well as flexibility to adapt to changing environments.
  • Knowledge of business credit as it applies to the Corporate, Commercial and Small Business Bank’s policies & procedures, products & services, and security & collateral documentation.
  • Implementation experience in the setup and execution of accounts, products & services, and loan/funding.
  • Strong Communication (written & verbal) and Organizational Skills.
  • Working knowledge of Microsoft Office (Excel, Word, and Outlook).
  • Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English in addition to French because they will be required to work closely with other groups from head office who operate primarily in English and they will serve and English-speaking clientele.


Location(s):  Canada : Quebec : Montreal 

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.

Job Segment: Risk Management, Compliance, Call Center, Loan Officer, Investment Banking, Finance, Legal, Customer Service