Title:  Senior Service Representative, Lending Services

Purpose 

Contributes to the overall success of the Lending Services in GBS DR 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. 

Accountabilities  

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

• Preparation and execution of intricate security and Business Banking documents to meet the requirements stipulated by the Bank’s policies and procedures to support the fulfillment of new and the ongoing maintenance, amendment and service activities of lending products & services (including instructions to lawyers, appraisers, and other contacts as applicable). 

• 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 collaborating with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs, and improve services. 

•  Complete daily, weekly, monthly, quarterly, semi-annual, and annual report within SLA and contribute to share knowledge and awareness across BBO. 

• Contribute to the investigation of initiating corrective action to General Ledger system to update the sources application, spot month end balances and prior month history.  

• Responds promptly and effectively to service inquiries, concerns, and complaints from Banking partners, 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 their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.  

• Champions a high-performance environment and contributes to an inclusive work environment.  

•  Perform other related duties as assigned. 

• Post-Secondary Education and a minimum of 1 year of relevant working experience in Financial Services or related industry.  

• Fluency in English (written & verbal) and Organizational Skills.  

• Working knowledge of Commercial and Small Business lending 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  

• Working knowledge of Microsoft Office (Excel, Word, and Outlook)