Title:  Assistant Manager, Credit File Integrity

Requisition ID: 270220 

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

Purpose:

• Support the Bank's risk management strategies by preserving the integrity of the data sources used for risk assessment and credit adjudication.

• Minimize the Bank's fraud, legal and reputational risks by ensuring the accurate reporting and prompt investigation and resolution of change requested to customers' information resident at the Credit Bureau.

• Manage the exchange of data and maintain the audit process for data transfer to and from the Credit Bureau.

• Promote customer service by increasing employees' general understanding of the credit bureau reporting and interpretation.

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

• Manage and document all changes and verifications requested to retail and small business customer account information reported to and resident at the Credit Bureau, to ensure the accuracy/reliability of the information reported to the credit bureau and used by Scotiabank Credit Scoring models and account management strategies. Authorize legitimate credit bureau changes to Scotiabank customers credit files after performing the appropriate due diligence on a case-by-case basis ensuring that all applicable legislative requirements {Consumer Credit Reporting Act) have been met.

• Administer the Credit Bureau Change Request Process to ensure the integrity of the credit bureau database is not jeopardized by unauthorized amendments and to ensure customer representation at the Credit Bureau is correct. Aid in the management of an auditing system of all requests and their subsequent disposition. Follow-up with the Credit Bureau and/or other departments/branches to ensure that legitimate changes have been implemented. Aid in the maintenance of an accurate auditing system to identify unauthorized request submitted to the credit Bureau.

• Represent Global Operations in high profile consumer credit file changes by providing consultation to Security and Investigation, Scotia Service, Office of the President, Ombudsmen's Office, General Council, Canada Collections, Branches, and other Executive Office departments as well as the Credit Bureau. Identify and make recommendations based on identity theft, falsified credit ratings and other areas of Credit Bureau fraud.

• Expand on the general understanding of credit Bureau reporting and the key role they play in customer satisfaction and our retail credit adjudication and portfolio management methodologies by providing training/information sessions via presentation to other departments as required.

Dimensions: 

Overall, the incumbent works independently seeking occasional direction from the Manager, Back Office Processing. The incumbent has the ultimate authority to change customer's credit bureau rating on all BNS trade-lines. Manages the data exchange and audit process for Credit Bureau Change Requests/ Credit Bureau Verifications for all Canada;

• Maintains the integrity of credit bureau data and focuses on proactive audit measures to ensure customer satisfaction;
• Is responsible for auditing, investigating, and determining the validity of all requests for changes to customer's credit information reported by the Bank to the external Credit Bureau Agencies.
• Manage calls requiring immediate and expert credit bureau reporting and interpretation which are periodically received from Customers, Office of the President, Ombudsman Office and Legal Counsel to resolve the incumbent complaints

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

Functional competencies:

• A sound knowledge of the Bank's retail and small business products and policies
• Thorough knowledge of the Bank's Regulatory and Compliance requirements as they relate to credit granting and credit bureau reporting
• Thorough knowledge of the Bank's mainframe systems, CIS, KS, SL, CACS, MO, TLS, RLP, Access etc.
• Accurate and thorough investigative sills
• Strong analytical and computer skills
• Post Secondary education or equivalent experience is required

Behavioural competencies:

• Customer Focus - 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 un­ defensively.
• Team Focus -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 the responsibilities of the team.
• Relationship Building - the ability to build and maintain collaborative networks of strategic contacts, both internally and externally, with the specific intent of fostering teamwork and future opportunities and partnerships. It includes using these relationships to further both short and long-term business interests.
• Communication - 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.
• Decision Making - Acting quickly in situations which involve uncertainty and/or significant risk. A sense of urgency to accomplish tasks on time.

Working Conditions

• Standard office environment, primarily non-physical with intermittent periods of sitting or standing; work is conducted at a computer and telephone headsets are used on the job. Intermittent periods of concentration while working on terminals and reviewing a significant amount of written computer-based documentation. Due to the nature of collection activity, there is a risk of exposure to verbal confrontation with customers.

Location(s):  Canada : Ontario : Ottawa || Canada : Ontario : Scarborough 

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.