Title:  Service Administration Representative - Scotia Plaza, Toronto (37.5 hrs/week)

Purpose

The Administrative Assistant position is responsible for providing support to the Senior Managers and Team Lead, HR & Administration at Scotia Plaza Branch. The Administrative Assistant contribute to the overall success of the branch by greeting and directing clients; taking and relaying messages for the branch; producing documents, reports, and presentations as well as providing overall administrative support in an accurate and timely manner, while adhering to Bank security and operational procedures and policies. Service is provided in a matter consistent with Service Basics and Resolving Customer Concerns

Accountabilities

Ensure the delivery of customer service fosters overall customer satisfaction, consistent with the Service Basics by:

• Greeting clients courteously and escorting or directing to the appropriate personnel;
• Screening visitor(s) who arrive unannounced and without appointments;
• Answering incoming telephone calls in a prompt and professional manner, relaying/redirecting callers to appropriate person or offering to take messages or re-direct calls to personal voice-mails as determined by departmental procedures;
• Arranging for conference calls;
• Providing basic information to callers (hours of business, address);
• Responding to client inquiries or escalating as appropriate;
• Accepting and/or signing for deliveries and arranging for courier service;
• Provide every client with service that demonstrates respect and knowledge, in a manner that make the client feel welcome and shows that their business is appreciated;
• Ensure unit is maintained in such a manner to present a professional image.

Provide administrative support to the Scotia Plaza Management team:

• Support Team Leads, Senior Managers and branch team in the servicing of clients; assisting with maintenance of accounts, typing client correspondence, pulling client statements;
• Responsible for all filing in Investor Services on a daily basis;
• Provide back up to the other Administrative Assistants)
• Arranging appointments, scheduling meetings, receiving and directing customers and employees as necessary;
• Booking conference rooms, arranging for catering as required;
• Monitoring/ordering/storing stationary supplies, including arranging for off-site storage and destruction
  of files/records;
• Verifying and processing expense statements;
• Preparing writings and drafting replies to routine correspondence;
• Designing and producing a wide range of standard and complex/unique documents and forms for user departments and ensuring all items produced are properly maintained and filed;
• Assist Manager with other administrative duties as required within the unit: such as maintaining record of keys, maintaining departmental logs, fundraising activities etc;
• Other duties as assigned.

Contribute to the quality and efficiency of branch operations as well as compliance with regulatory
and internal bank guidelines to minimize the Bank's exposure to risk by:
 

• Adhering to position authorities and Bank policies;
• Ensuring work is controlled throughout the day to contribute to the efficient operations of the unit;
• Complying with regulatory requirements as part of the service process, including Know Your Client (KYC), Canada Deposit Insurance Corporation (CDIC), Financial Consumer Agency of Canada(FCAC), Anti-Money Laundering/Anti-Terrorist Financing (AML/ATF), Privacy and Occupational Health & Safety (OHS) requirements, process and guidelines as well as SSI guidelines and processes;
• Immediately responding/escalating fraudulent activities, unusual occurrences, issues/deficiencies/trends to the Supervisory Staff;
• Recording 100% of client problems to prevent future issues, utilizing Sales Builder.