Title:  Client Service Officer, International Private Banking - Toronto, ON (English and Spanish)

Requisition ID: 271926 

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose

The Client Service Officer (CSO) plays a key support role in managing and developing client relationships within Private Banking. Responsible for the efficient administration of assigned accounts, the CSO ensures the delivery of high-quality service and tailored banking solutions aligned with client needs. Acting as a trusted partner to Wealth Managers and clients, the CSO contributes to operational excellence, supports onboarding and transactional activities, and helps maintain accurate client records. Through proactive collaboration and consistent service, the CSO fosters trust and drives a client-centric culture across the International Wealth Management (IWM) team.

The CSO is instrumental in reinforcing client trust and satisfaction by delivering consistent, proactive service and ensuring seamless execution of banking activities. 

This client-facing role is responsible for supporting Junior to Intermediate Wealth Managers and servicing emerging to high-net-worth clients.

Accountabilities

Client Relationship & Service Delivery
•    Support Junior to Intermediate Wealth Managers in servicing emerging and high-net-worth clients, ensuring a consistent, high-quality experience.
•    Develop a strong understanding of each client’s profile, banking needs, and goals to deliver tailored solutions.
•    Execute routine financial and non-financial transactions, respond to client inquiries with professionalism, and escalate complex issues as needed.
•    Ensure timely completion of client instructions, payments, and account updates to maintain a high standard of service.
•    Maintain regular contact with clients to support relationship retention and growth.
•    Engage with clients to support the collections process, identifying impacted accounts with overdue payments, initiating contact, and completing the required processes.
•    Support the full client lifecycle, including onboarding, ongoing service, trigger-based check-ins, and periodic reviews to ensure long-term relationship health.
•    Identify and escalate red flags or potential risk indicators (e.g., unusual transactions, client complaints, delays in documentation) in accordance with risk management protocols.
•    Provide administrative and transactional support to Wealth Managers servicing high-net-worth clients, ensuring seamless delivery of banking and wealth solutions.
•    Act as the first point of contact for routine inquiries and service requests, escalating complex issues to Wealth Managers as appropriate.
•    Support client retention and satisfaction initiatives through proactive follow-ups, accurate recordkeeping, and coordination with internal partners.

Onboarding & Documentation
•    Assist in preparing onboarding packages and gathering required documentation.
•    Maintain accurate client data and records to support.
•    Conduct initial reviews of client files to ensure completeness and compliance with KYC, AML/ATF, and other regulatory standards.
•    Maintain accurate client records in CRM systems and support onboarding, compliance and reporting processes. 
•    Collaborate with compliance and onboarding teams to ensure timely and frictionless client activation.

Operational Excellence & Compliance
•    Ensure timely and accurate processing of service requests in line with internal policies and service level agreements.
•    Adhere to documented procedures for transaction handling, custody, and security protocols.
•    Monitor workflows for efficiency and compliance and report any irregularities or risks to appropriate stakeholders.
•    Apply knowledge of regulatory requirements and contribute to risk mitigation efforts.
•    Support communications with client-authorized third parties, including legal, tax, and intermediary advisors, while maintaining privacy and compliance standards.
•    Meet or exceed internal service-level agreements (SLAs), including response time, case resolution, and documentation turnaround targets.
•    Support Wealth Managers by tracking compliance triggers such as client reviews, unusual transactions, or documentation renewals.
•    Participate in continuous improvement initiatives to streamline operational processes and improve client experience.

Team Collaboration & Contribution
•    Collaborate with Wealth Managers, internal partners, and support teams to ensure seamless service delivery.
•    Participate in team meetings, training sessions, and service improvement initiatives.
•    Share insights from day-to-day client servicing activities to help Wealth Managers identify cross-sell and upsell opportunities.
•    Contribute to a client-centric culture focused on operational excellence and continuous improvement.

Education / Experience 

• Fully bilingual in English and Spanish 
• A minimum 1-2 years Commercial or Retail or Operations banking experience.
• Bachelor’s degree in business administration, Finance, Economics, or a related discipline.
• Foundational knowledge of private banking, investment brokerage, and wealth lending.
• The incumbent must be able to relate comfortably with affluent and influential clientele in both a business and social content, demonstrating an ability to always display a high degree of poise and professionalism.
• The incumbent will deal with clients on an ongoing basis and will need to be able to respond to the client’s needs.
• The incumbent must have exceptional interpersonal skills.
• Familiarity with transactional services and associated procedures, including account maintenance and client onboarding.
• Understanding of confidentiality, security, and custody procedures.
• Working knowledge of wealth management systems and digital platforms (e.g., CRM tools, brokerage transactional platforms).
• Strong attention to detail and organizational skills, and a commitment to delivering exceptional client experiences.
• Excellent communication and interpersonal skills, with a client-focused mindset.
• Ability to work collaboratively in a team environment and adapt to changing priorities.
• High level of discretion and professionalism in handling client information.
• Progress toward industry-recognized certifications (e.g., CSC, IFIC, CFA) is considered an asset.
  
  

Working Conditions

Work in a standard office-based environment, but there is a risk of exposure to hold-ups, extortion, etc. Limited travel may be required domestically for client meetings. Moderate periods of concentration are required while working on laptops.

There can be stress resulting from tight deadlines, delivery commitments and service/support requirements. Client demands are constant.

Location(s):  Canada : Ontario : Toronto 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our  Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.