Senior Customer Support Officer

ID de la solicitud: 238487

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Senior Customer Support Officer

SBDR

Purpose

The Senior Customer Support Officer (Credit Card Support) is responsible for contributing to the Business Service Centre’s overall success by providing administrative and credit card support to the Centre’s Sales Team.
In addition, the incumbent is responsible for the delivery of customer service consistent with Scotia Service Standards, Complaint Resolution Standards and Procedures by dealing with more complex customer requests as well as looking for opportunities to promote the sale of bank product and services.

Accountabilities

1. Assist with providing administrative and credit card support to the Centre by:
   ‐ Ensuring the accurate processing, posting and maintenance of daily requests originated by customers, management or a B/F system (ClientHub/ISDR).
   ‐ Checking/authorizing transactions within approved limits.
   ‐ Assisting with reviewing/checking/co-coordinating returns and reports as required.
   ‐ Ensuring necessary corrections are made as identified through exception reporting.
   ‐ Maintaining strict adherence to Bank custody and security procedures and reporting any unusual occurrence or fraudulent activity to the supervisor immediately.
   ‐ Assisting with responding to customer operational issues or concerns.
   ‐ Assisting with Implementing changes to operating procedures and systems in order to increase efficiency and meet Bank regulations;
   ‐ Dealing with more complex corporate and commercial clients in handling less routine customer transactions (i.e. Investments, complex foreign exchange)
   ‐ Ensuring the optimum levels of productivity are maintained by utilizing measurement systems to track and process clients requests (Clienthub / ISDR).
   2. Ensure the delivery of customer service is consistent with Scotia Service Standards by:
   ‐ Developing a working knowledge of commercial products, services and procedures.
   ‐ Providing courteous, responsive and accurate service to customers.
   ‐ Taking full responsibility for all customer inquiries/concerns/complaints directed to them by resolving those matters within their discretion to the customer’s satisfaction or by referring the customer to the appropriate source, as set out in the Bank’s Complaint Resolution Standards and Procedures.
   ‐ Maintaining confidentiality of Bank and customer information.
   ‐ Reviewing and preparing correspondence relative to customer/external inquiries.
   ‐ Identifying opportunities that benefit customers and ultimately reduce/better streamline queries.
   3. 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.
2. ‐ Adhere to Bank and centre/unit 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.
   4. Assist with the Centre’s growth and profitability by:
   ‐ Identifying and referring existing and new business opportunities for the Centre through his/her ongoing customer contact to the appropriate officer;
   ‐ Ensuring that all service charges are applied and collected as appropriate and authorized.

Education/Work Experience/Designations

Education:
• High school diploma or equivalent work experience.
Work Experience:
• Working knowledge of branch regulations, policies, procedures, operations and functions;
• Working knowledge of Bank's cash management products and services.
• Thorough knowledge of the Bank's (commercial & retail) Credit Card services & TSYS
• Working knowledge of techniques to generate quality referrals.
• Working knowledge of people and performance management techniques.
• Working knowledge of the BSC hardware/software, ClientHub / ISDR, Scotiaglobe, TSYS, OEC to provide problem resolution and technical support.
Skills:
• General supervision is provided by his/her supervisor with close review to ensure conformity to established regulations and procedures. Routine decisions relative to assigned Position Authorities are handled by the incumbent, however, difficult or contentious issues are referred to the supervisor with recommendations if
applicable. The incumbent works within a standardized environment and in accordance with practices and procedures as outlined in Branch manuals. He/she is expected to utilize sound judgement in the interpretation of data and instructions.

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

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

Scotiabank es un banco líder en las Américas. Inspirándonos en nuestro propósito corporativo, “por nuestro futuro”, ayudamos a nuestros clientes, sus familias y sus comunidades a lograr el éxito a través de una completa gama de asesoría, productos y servicios en los sectores de banca personal y comercial, gestión patrimonial, banca privada, corporativa y de inversión, y mercados de capital.

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