Title:  Personal Banking Officer

Requisition ID: 250842
Employee Referral Program – Potential Reward:   

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

PURPOSE OF JOB

The Personal Banking Officer is responsible for contributing to the branch’s overall success by achieving individual sales targets through meeting the financial needs of mid-market retail customers by providing practical advice and superior customer service. In addition, the PBO will identify referral opportunities to other areas of the business (Premium Banking, Small Business, Wealth Management, Corporate and Commercial) and comply with all operational policies and regulations. The PBO is responsible for meeting/exceeding weekly, monthly and annual sales targets and sales productivity goals along with other objectives relating to customer service, number of products per successful appointment, operational effectiveness, teamwork and personal development. The PBO is expected to provide straightforward and knowledgeable service to create a relationship of mutual trust and confidence with branch customers and colleagues. 

Major Accountabilities: 

1) Meet and/or exceed weekly, monthly and annual sales targets across product categories
• Negotiate and establish individual goals with direct supervisor and/or the Branch Manager. 
• Address the financial needs of mid-market customers and offer practical solutions across all cornerstones using the Sales Conversation Roadmap.
• Ensure that every effort is made to gain greater share of wallet by gathering assets from other institutions, using the Bank’s Total View and Get More tools.
• Conduct effective pipeline and time management to ensure sufficient sales activities to achieve targets; track all pipeline and sales activities in Counselor.
• Efficiently complete sales administration to minimize re-work and meet customer expectations on timeframes.
• Maintain current and thorough knowledge of product features, benefits, pricing policies and procedures for all retail products, including legislation for which products can be sold in the branch.
• Maintain a basic understanding of the local competitor offers, including leading rates in market.
• Participate in weekly coaching with direct supervisor, weekly sales meetings, daily kick-off and other Sales & Service disciplines.
• Review regularly sales performance to identify gaps and develop action plan to close.
• Participate in periodic coaching and training sessions conducted by Manager, Sales & Service Coach and Investment Consultants (where applicable).
• Advise customers on investments appropriate to their stated goals, objectives, and risk tolerance.
• Authorize applications within policy and limits, providing sound recommendations to superiors for applications above authorized limits and/or to MDO/Supervising office for out of policy decisions that have merit. 

2) Support acquisition and retention of mid-market retail customers
• Develop new customer opportunities through referrals from existing, satisfied clients and other sources.
• Determine financial needs and offer practical solutions to new to Scotiabank customers.
• Actively participate in all Bank promotional programs and marketing initiatives targeted at mid-market customers, including execution of any Direct Marketing campaigns.
• Set up and educate customers on alternate channel options.
• Ensure customer contact and other relevant information is up-to-date in order to reflect any changes in activity or personal information.
• Determine the purpose and timing of the next customer contact, and diarize it using Counselor. 

3. Identify referral opportunities for Premium Relationship Officers, Relationship Officers or other lines of business
• Effectively identify mid-market affluent customers and refer them to a Premium Relationship Officer or Relationship Officer (where applicable) using Counselor.
• Effectively identify customer needs in other lines of business (e.g., Small Business, Wealth Management, and Commercial) and generate the referral using the appropriate Bank process (Counselor for Small Business, Referral Connect for Wealth and Commercial).
• Follow up to ensure lead is actioned and the customer is satisfied with the outcome.
• Maintain working knowledge of features, benefits, pricing policies for Premium Banking, small business, wealth management and commercial products to effectively identify referral opportunities. 

4. Consistently deliver a superior customer experience during all customer interactions to support the Branch’s TYCE-OBP goal
• Proactively manage any significant issues customers have with their banking services/products. Take ownership of these issues facilitate a satisfactory outcome for the customer and with the help of internal partners, within agreed timeframes.
• Collaborate with the branch team in the execution of the Through Your Customers Eyes (TYCE) Action Plan.
• Present a professional image at all times.
• Ensure workstations and other customer facing areas are organized.
• Consistently deliver our Service Promise:
i. Make every customer feel welcome.
ii. Take time to understand and anticipate customer needs.
iii. Provide advice and solutions that are right for each customer.
iv. Follow-through and keep promises. 
v. Sincerely thank every customer, every time. 

5. Execute the Branch Compliance/Security responsibilities as reflected in the Branch Services and Procedures Manual
• Apply the Know Your Customer (KYC) requirements including verifying and documenting Customer identity, source(s) of funds, purpose of the account, the nature and expected activity that is to be undertaken.
• Confirm accuracy of existing KYC information and update as required.
• Ensure bank and customer information is kept secure and confidential at all times.
• Adhere to Bank and Branch security procedures with respect to assigned authorities and responsibilities.
• Report any unusual transactions or fraudulent activity to your Compliance Officer / Supervisor as per Established policies and procedures. 

6. Maintain an ongoing commitment to personal development and fostering a positive team environment
• Create an Employee Development Plan annually and follow through on the agreed actions geared toward improving or developing skills required for current position or future potential roles.
• Actively participate in the Applause Program by recognizing members of the branch team and other partners across the Bank. 

Working knowledge of:
• Competitor offers
• Branch routines and operating procedures
• Desktop software programs, i.e., Lotus Notes, MS Word, MS Excel, etc.
• Product features, benefits and pricing for Small Business, Wealth Management and Commercial products 

Location(s):  Bahamas : Abaco : Marsh Harbour || Bahamas : Andros : Nicholls Town || Bahamas : Exuma : George Town || Bahamas : Grand Bahama : Freeport || Bahamas : New Providence : Nassau 

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.

Note: All postings in me@Scotiabank will remain live for a minimum of 5 days.