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Service Officer, Client Service - Tahoe

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Scotiabank

Jan 21

Applications are closed

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Banking & Finance
  • Mississauga

Requirements

  • Post-Secondary Education or a minimum of 1 years of relevant working experience in Financial Services or related industry.
  • Working knowledge of Retail, Corporate and Commercial 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
  • Effective communication (written & verbal) and Organizational Skills
  • Working knowledge of Microsoft Office (Excel, Word, and Outlook)

Responsibilities

  • Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Provides an excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing clients as it pertains to one of two focus areas:
  • Payments i.e. certified cheques, wires, bank drafts, foreign currency etc.
  • Day to Day i.e., indexing, inquiries, investigations etc.
  • and thereby adhering to established Operating Performance Commitments (OPCs).
  • 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 working with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs and improve services.
  • Responds promptly and effectively to service inquiries, concerns and complaints from partners/clients, 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 his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Scotiabank Code of Conduct.
  • Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vision/values/business strategy and managing succession and development planning for the team.
  • Perform other related duties as assigned.
  • Operates independently to execute day-to-day operations within authorized limits.
  • Reviews and processes high volumes of daily transactions originated by customers, management or a B/F system.
  • Ensures customer identification is executed through Authentication processes.
  • Acts as a dedicated point of contact for day-to-day service activities and provides service and support to our clients and partners as required.
  • Responds to client and partner inquiries, concerns, or complaints and presenting solutions or alternatives, escalates to supervisor as required.
  • Business Units supported include, but are not limited to: Commercial Banking, Small Business, Corporate, Retail Banking, Global Risk Management, Payments & Cash Management, Audit, Quality Assurance, Trade services, Scotia Leasing, Real Estate Banking, Client Services and Solutions, Cash Management Call Centre, Symcor, and other units (as applicable).
  • Provides national coverage between the hours of operation (7 a.m. – 8 p.m. Eastern Standard Time). Shifts may vary.
  • Participates in the implementation of efficiency-focused improvements to operating procedures and/or systems in order to meet Bank regulations by participating in pilots and “test & learn” as required.
  • Participates in cross-training to broaden skillsets across different areas.

FAQs

What is the primary purpose of the Service Officer, Client Service role?

The primary purpose of the Service Officer, Client Service role is to contribute to the overall success of the Client Service team by ensuring that specific individual goals, plans, and initiatives are executed in support of the team’s business strategies and objectives, while ensuring compliance with regulations and internal policies.

What are the focus areas for the Client Service role?

The focus areas for the Client Service role include Payments (such as certified cheques, wires, bank drafts, and foreign currency) and Day to Day services (like indexing, inquiries, and investigations).

What qualifications are required for this position?

A post-secondary education or a minimum of 1 year of relevant working experience in Financial Services or a related industry is required.

What skills are necessary to succeed in this role?

Necessary skills include proven customer service skills, effective communication (both written and verbal), organizational skills, and a working knowledge of Microsoft Office (Excel, Word, and Outlook).

What types of business units will this role support?

This role will support various business units including, but not limited to: Commercial Banking, Small Business, Corporate, Retail Banking, Global Risk Management, Payments & Cash Management, Audit, Quality Assurance, Trade Services, Scotia Leasing, Real Estate Banking, Client Services and Solutions, and the Cash Management Call Centre.

What are the working hours for this position?

The position provides national coverage between the hours of operation from 7 a.m. to 8 p.m. Eastern Standard Time, with varying shifts.

Is training provided for this role?

Yes, ongoing internal training is required, and employees are expected to maintain up-to-date knowledge of relevant products, processes, and policies.

How does this role promote a customer-focused culture?

The role champions a customer-focused culture by deepening client relationships and leveraging broader Bank relationships, systems, and knowledge to provide an excellent customer experience.

Are there opportunities for career development within this position?

Yes, the role implements a people strategy that attracts, retains, develops, and motivates team members, fostering an inclusive work environment and managing succession and development planning.

How does Scotiabank approach inclusivity and accessibility in the recruitment process?

Scotiabank values unique skills and experiences and is committed to creating an inclusive and accessible environment. Candidates who require accommodation during the recruitment process are encouraged to inform the Recruitment team.

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Scotiabank

Finance
Industry
10,001+
Employees

Mission & Purpose

Welcome to Scotiabank. We serve thousands of customers, families, and communities across the globe, helping them achieve success through advice, products, and services. Follow for news, insights, thought leadership and more.

Culture & Values

  • Respect

    Everyone is always treated with dignity; diverse backgrounds and experiences are what make us better as a whole.

  • Integrity

    Acting honorably comes first – earning the trust of our customers (and each other) is what matters most.

  • Passion

    We’re enthusiastic about what we do, and want you to feel the same way. Imagine coming in to work, and actually feeling excited to learn!

  • Accountability

    We commit, we take action, and most importantly, we take responsibility for those actions. It’s just the right thing to do.

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