Customer Service Representative

ID de la solicitud: 233846

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Customer Support Officer / Indexer

Nivel 4.1

SBDR

Purpose

Contributes to the overall success of the Global Operations and Business Service Centre (BSC) 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.
The officer is responsible for contributing to the Business Service Centre’s overall success by providing the Centre’s teams with assisting in the co-ordination and assigning daily requests received from clients via generic emails. He/she is responsible for providing human, straightforward and knowledgeable service through daily interactions.

Accountabilities

•Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

•Contribute to the effective operation of the BSC in order to achieve objectives by:
oEffectively/efficiently work all assigned tasks each day (manual and automated environment).
oScan and maintain electronic and physical filing (Client-Hub/ISDR) of all Corporate, Commercial, Mid-Market, and other business line portfolios supported by the BSC, customers for the markets served by the BSC.

•Contribute to the overall business objectives of the Unit in maintaining operational effectiveness:
oMaintain a good knowledge of operating procedures and systems relating to the effective operation of the BSC and ensure that these policies and procedures are adhered to.
oEnsure security procedures are strictly adhered to and that documentation and use of terminals/computers are properly safeguarded/controlled, immediately reporting any variance to the BSC Manager.
oEnsure information placed on the Bank’s books/systems or that is otherwise communicated is accurate.
oMaintain the integrity and confidentiality of Bank and customer information under the rules and regulations as set out in the Bank’s Privacy Code.
oRecommend appropriate change to policy and procedures that will provide efficient operations, meet commitments to customers, and meet custody and security policies.

•Ensure the delivery of Customer Service fosters overall Customer/Branch satisfaction consistent with Scotia Service Standards by:
oInteractions with customers/branches/suppliers display a way that is straightforward and knowledgeable by:
oShowing respect to the customer, listening to the customer’s needs, when applicable.
oTake full responsibility for all requests received and assigned by:

-Ensuring problems are adequately documented.
-That matters arising out of a customer query/complaint is immediately escalated to the Supervisor for resolution.

-That commitments made have been met.
oRecommending actions that will prevent recurring problems, where possible.
oUnderstanding and adhering to the standards and procedures of the Bank’s Customer Complaint Resolution process.

•Meet Regulatory and Bank policies and procedures for Customer transactions by:
oApplying 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.
oMonitoring 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.
oAdhere to Bank and centre security procedures with respect to assigned authorities and responsibilities.
oDocument 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.
•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:
•High school diploma or equivalent work experience.

Work Experience:
•Thorough knowledge of branch regulations, policies, procedures, operations and functions.
•Working knowledge of security registration regulations applying to the geographic area serviced by the Business Service Centre.
•Working knowledge of Bank's commercial lending, deposit products, services, policies and procedures.
•Working knowledge of Bank's cash management products and services.
•Working knowledge of the Bank's retail lending, deposit and investment products and transactional services.
•Thorough PC skills using appropriate software tools.
•Working knowledge of related regulatory requirements including AML, KYC, CIP and Privacy legislation.
•Working knowledge of the Partner Groups and major stakeholders.

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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