L4.1
Schedule
TBD
Purpose
Contributes to the overall success of the Client Service team within Commercial and Business Banking Operations ensuring specific individual goals, plans, initiatives and assigned tasks 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.
Accountabilities
• 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 through effective communication by phone and/or email, as it pertains to:
➢ Payments i.e. certified cheques, wires, bank drafts, foreign currency etc.
➢ Day to Day i.e., indexing, inquiries, investigations etc.
and thereby adhering to established Service Level Agreements (SLAs).
• 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 partners/clients,
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; job functions and responsibilities are subject to change based
on evolving business requirements.
Dimensions
Operates independently to execute day-to-day &/or payment operations within authorized limits
• Reviews and processes high volumes of daily transactions originated by customers, management or a B/F system
• Ensures customer identification is executed through Authentication processes
• Acts as a dedicated point of contact for day-to-day service activities and provides service and support to our clients and partners via phone and email.
• Responds to client and partner inquiries, concerns, or complaints and presenting solutions or
alternatives, escalates to supervisor as required
• Business Units supported include, but are not limited to: Commercial Banking, Business Banking, Corporate, Retail Banking, 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).
• Participates in the implementation of 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.
Education / Experience / Other Information
Post-Secondary Education or a minimum of 1 years of relevant working experience in Financial Services or related industry.
• Working knowledge of Retail, Corporate and Commercial products, services and procedures
• Proven customer service skills, as well as flexibility to adapt to changing environments.
• Thorough knowledge of the Bank’s transactional services
• Effective communication (written & verbal) and Organizational Skills
• Working knowledge of Microsoft Office (Excel, Word, and Outlook)
Working Conditions
• Work in a standard office-based environment; non-standard hours are a common occurrence.
• Limited travel domestically.
• Role requires shift changes and rotations to accommodate operational requirements, planned vacation relief and unplanned absences
• Can experience significant fluctuations in volumes of work or unexpected events (e.g., system interruptions) which may require overtime.
