Title:  Triage & Communications - Ombudsman Office / Customer Complaints Appeals Office

Requisition ID: 229843

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

Contributes to the overall success of the CCAO in Canada by ensuring individual goals support the team’s business strategies and objectives. Ensures all activities comply with regulations, internal policies, and procedures.

Is this role right for you? In this role you will:

• Act as the first point of contact for customers engaging the CCAO in the Complaint Resolution Process.
• Promote a client-centric experience aligned with ScotiaBond values.
• Support complaint intake by:
  • Ensuring completeness, accuracy, and timely completion of administrative tasks.
  • Distributing correspondence to the appropriate manager.
  • Responding to customer contacts (written and verbal).
  • Adhering to Service Level Agreement standards.
• Build relationships with internal and external units (e.g., Escalated Customer Concerns Office, Wealth Management, Tangerine, OBSI).
• Support complaint investigations by:
  • Extracting and uploading all relevant data/evidence from Level 1 and 2 case files.
  • Ensuring timely and accurate case file preparation.
• Prepare written summaries with recommendations for case resolution, considering financial and reputational risks.
• Identifie and recommends improvements to products, policies, and procedures.
• Manage data accuracy in the Case Management System.
• Consider the Bank’s risk appetite and culture in daily decisions.
• Ensure compliance with operational, AML/ATF/sanctions, and conduct risk controls.
• Promote a high-performance and inclusive work environment.
• Foster a customer-focused culture to deepen client relationships.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Strong oral and written communication skills.
• Knowledge of Scotiabank operations and complaint resolution processes.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Understanding of regulatory environments (PIPEDA, AML, OBSI).

What's in it for you:

• Intake volumes vary and are outside the department’s control.
• Performance is assessed based on operational task management.
• Ongoing coaching and training may lead to increased responsibilities.
• Supports all regions and business lines in Canada.

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.