Cms Support Officer

ID de la solicitud: 236287

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CMS Support Officer

Nivel 4.3

SBDR

Purpose

Contributes to the overall success of the International Operations & Shared Services and Business Banking Operation (BBO) 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.
- To register Cash Management Services clients in Scotia Online for Business (LEAP CMS) CSR Admin Platform.
- Ensure that the clients are enrolled in the Automated Fee Activity System – AFAS – for CMS billing purposes.
The Cash Management Service Officer provides quality service to external customer by providing prompt, accurate and professional resolution to telephone inquiries through effective use of the Customer Experience Model. As a CMS Officer, you are responsible for contributing to the unit’s overall success by acting as the primary point of telephone contact for technical support related to Corporate & Commercial and Small Business
client’s, Internet Banking system inquiries and needs.
You address customer needs in a manner consistent with Scotia’s Service Standards and Complaint Resolution Standards, thereby positively differentiating the level of service and support provided from that of other financial institutions. Success in this role will be achieved by meeting the goals agreed upon with your direct supervisor, which include handling specific customer inquiries, delivering quality service, and pursuing personal development. You are responsible for providing service that is human, straightforward, and knowledgeable in your daily interactions, fostering a relationship of mutual trust and confidence with both customers and colleagues
This position is conceived as a cross-functional role within its hierarchical level, which implies the ability and willingness to actively collaborate in various functions or related areas, according to the operational needs of the unit. The position holder may be temporarily assigned to complementary or support tasks in other functions within the area, with the objective of safeguarding operational continuity, efficiency, and the sustainability of the organizational unit.

Accountabilities

o Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
o Visit customers to provide them with the necessary LEAP CMS training.
o Provide every customer with service that demonstrates respect and knowledge, in a manner that makes the customer feel welcome and shows that their business is appreciated by:
• Responding to calls received from our Corporate & Commercial and Small Business customers, or branch personnel, and promptly determining/interpreting the nature of the customer query and providing
viable solutions to hardware, software, telecommunications, product or procedural problems.
• Striving to provide resolutions during the first call and allow the customer to meet their internal and/or Bank imposed deadlines.
• Effectively determining the root cause of a problem and ensuring that the solution is satisfactorily implemented.
• Keeping the client informed of the timings involved in implementing the solution.
• Providing recommendations to customers on operational or technical changes when appropriate to prevent occurrence of similar problems.

• Liaising with Product Managers, Global Transaction Banking Representatives, Branch personnel, Systems Development, Operations Processing to effect resolution of problems that are within the jurisdiction of these areas.
• Effectively communicating resolution/recovery procedures, including deadlines and ensuring that those are satisfactorily implemented.
• Escalating to Management any problems which negatively impact customer service as per Bank Standards and reporting those issues via ALDON.
• Following up with First Line Support to ensure satisfactory resolution of customer problems.
• Responsible for assessing the quality and accuracy of client executed CMS Service Request and Pricing Schedule Forms submitted by Mid-Market Banking & SPCG portfolio and Small Business clients.
• Register CMS client’s profiles in Scotia Online for Business (LEAP CMS) CSR Admin application as per the CMS Service Request & Pricing Schedule Form.
• Being responsible to escalate all exception items and matters requiring attention to the Assistant Manager, CMS Support

o Interact during discussions with customers in a way that is respectfully, straightforward and knowledgeable by:

• Showing respect for the customer by providing welcoming, friendly, personal confidential service that meets all standard turnaround times and commitments (Respect).
• Presenting straightforward responses to customer questions, demonstrating how you will be satisfying their needs, and using easy to understand “customer language “ - not “bank language” -, Offer an explanation and suggest alternatives when the Bank cannot provide the solution they seek. Obtain your supervisor’s assistance as necessary (Straightforward).
• Using information presented by the customer/Bank systems during the course of the transaction to identify opportunities beyond the immediately presented need, such as ways to reduce service charges or to earn more on deposits (Knowledgeable).
• Identify Sales Referral opportunities to the Internet CMS Relationship Manager:
• Getting to know your customers by initiating conversations which will enable you to ask simple questions to uncover possible needs.
• Provide information and customized solutions to help customers make decisions and emphasize benefits in relation to customer needs.
• Refer to client Relationship Manager any service need you identify for any of the Internet Cash Management Services and follow up to ensure the customer is satisfied with the outcome.

o Contribute to the promotion and customer usage of Internet Cash Management Services by:

• Providing detail operating guidelines to assist the clients (Product Guides available in IMAC).
• Providing assistance to the customer in customizing applications or operations to allow them to integrate with the Bank’s Cash Management Services Online products.
•Providing expert advice on how a given customers hardware and software environment will best interface with Scotia Online for Business. Presenting to the customer the available technical options recommending the best solution on the customer’s configuration.

o Meet Regulatory and Bank policies and procedures for Customer transactions by:

•Applying the Know Your Customer (KYC) requirements including Customer identity, source(s) of funds and the nature and volume of the activity that is to be undertaken.
• Monitoring the Application of KYC requirements including Customer identity, source(s) of funds and the nature and volume of the activity that is to be undertaken by the service/support team and take corrective action when policies and procedures are not adhered to.
• Adhere to Bank and center security procedures with respect to assigned authorities and responsibilities.

• Document and escalate any unusual occurrences or fraudulent activity to your Supervisor /Compliance Officer as soon as you become aware of it in conjunction with the Bank’s Anti-Money Laundering Guidelines.
• 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 Guidelines for Business Conduct.
o 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 vison/values/business strategy and managing succession and development planning for the team.

Education / Experience / Other Information (include only those that are specific to the role)

Education:
• Collage / University degree or equivalent working experience.
• High oral and written skills is required.
• Internet savvy and computer skills a must.
Work Experience:
• Contact Center Experience is desired.
• Knowledge of Cash Management Services suite of products is needed.
• Knowledge of Banking Operations and / or Corporate and Commercial Banking is desired
• Branch Experience is recommended.

Ubicación(s):  República Dominicana : Distrito Nacional : Santo Domingo

Dirección de trabajo: Av. John F. Kennedy Esq. Lope de Vega, Ens. La Fe 

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