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Title:  Senior Client Service Associate, Payments & Cash Management, Commercial Banking




Requisition ID: 156083

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


Senior Client Service Associate, Payments & Cash Management, Canadian Business Banking


The Senior Client Service Associate, PCM provides the Director & Group Lead, PCM with support needed to meet cash management fulfillment requirements for new clients, and ongoing service client requirements. This will include coordinating with internal partners and directly reaching out to clients to address product fulfillment needs, and includes various activities such as resolution of escalated client challenges. The role is focused on servicing the National Accounts Segment and complex customer accounts in Canadian Business Banking.


This role contributes to the overall success of Canadian Business Banking, ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities are conducted in compliance with governing regulations, internal policies and procedures.


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


•    Working closely with the Senior Manager, PCM the Sr. CSA-PCM is responsible for providing the following services to a portfolio of existing and prospective clients:


o    Fulfillment: Coordinating efforts with the client and various internal partners, including the BSC and GBP, to ensure cash management and related services and products are fulfilled as per customer expectations by providing consistent accuracy on information and instructions provided to Customer Sales Support and the BSC.    
o    Client servicing escalations:  Help resolve service-related matters raised by the client directly to the Senior Manager, PCM. This responsibility does not replace the servicing provided through the Business Service Center and is typically related to day-to-day servicing.
o    Treasury Reviews: Prepare and consolidate the required information collected from various sources to enable the completion of thorough treasury reviews on an annual basis. Performing gap analysis, identify inefficiencies, explore ways to streamline services and review pricing.  Ensuring fees, pricing and deemed risk limit changes are correctly processed and systems as applicable are appropriately updated.  


•    Provide status information on the progress of various fulfilment, onboarding and service requests and ensure bottlenecks or delays are promptly escalated with a plan to resolve


•    Look for opportunities to make suggestions to continually improve processes and client satisfaction metrics. This may include responding to feedback received directly from clients or through client satisfaction vehicles such as the Pulse.


•    Champion and support a culture of diversity and other initiatives aligned with the Bank strategy


•    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 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. 


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

Education / Experience / Other Information:



•    College degree, equivalent work experience or operational experience
•    Commitment to participate in other training requirements as determined by the Bank from time to time

Skills/Work Experience:

•    Strong commitment to excellent client service and ability to work with clients to resolve issues in an amicable and prompt manner 
•    Strong organizational skills to co-ordinate and prioritize a number of concurrent requests 
•    Strong interpersonal skills to obtain agreements within Canadian Business Banking and partners
•    Strong written and verbal skills with proven ability to engage stakeholders and clients
•    Good knowledge of fulfilment processes and roles of partners
•    Good knowledge of Canadian Business Banking partners and their involvement in servicing clients. In particular knowledge of the Business Service Center and Global Business Payments fulfillment is important 
•    Good knowledge of the Canadian Business Banking structure 
•    Thorough knowledge of the applicable software and technology platforms for Canadian Business Banking (e.g., Sales Force, Intralink, Outlook)
•    Working knowledge of the features and benefits of commercial products and services specific to payments and cash management
•    Working knowledge of Microsoft Office Suite (Word, PowerPoint, Excel)
•    A high degree of flexibility to adapt to a wide variety of tasks 
•    Strong commitment to accuracy, customer focus and results focus
•    Ability to work non-standard work hours as required


Location(s):  Canada : Ontario : Toronto || Canada : Ontario : Brampton || Canada : Ontario : Hamilton || Canada : Ontario : Mississauga || Canada : Ontario : Vaughan 

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.

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