Technical Support Analyst

Requisition ID: 200956

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

Global Transaction Banking

Global Transaction Banking (GTB) is the payments and transaction engine of Scotiabank. We support Small Business, Commercial and Corporate clients with effective treasury management solutions coupled with a best-in-class service model, making it easy for clients to do business with us.

As businesses build their digital capabilities and transform their operating models, their payment needs are evolving too. Boasting a unique global footprint, GTB's comprehensive suite of innovative banking solutions help our business clients generate operational efficiencies, streamline and simplify payments, improve working capital performance, and mitigate financial risk.

At Scotiabank, we embrace your strengths, ideas, and ambitions. GTB is a fast-growing team with a focus on the Americas, particularly Canada, the U.S., Mexico, and we are seeking top tier talent to complement our organization.

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

Purpose

Contributes to the overall success of the Client Services & Solutions Help Desk by ensuring specific individual goals, plans and initiatives are executed / delivered in support of the team's business strategies and objectives. Ensures all activities conducted follow governing regulations, internal policies and procedures.

What You'll Do:

• Provide Technical/Customer support for GBP Cash Management products that are supported by the Client Services & Solutions Help Desk by:
• Supporting Commercial and Small Business customers via Inbound Call channel and promptly determining/interpreting the nature of the customer query and providing viable solutions.
• Ensuring adherence to the precepts of first call resolution thereby enabling the customer to meet their internal and/or Bank imposed deadlines.
• Escalating to Management, Enhanced Support Team or Subject Matter Expert for guidance and direction on complex cases to effect pertinent resolutions in a timely manner.
• Delivering a positive customer experience by consistently applying Service Standards during all customer interactions.
• Demonstrating respect and knowledge in every customer interaction.
• Effectively communicating resolution/recovery procedures, including deadlines to all pertinent areas, and following up with those areas on behalf of the customer until the solution has been satisfactorily implemented.
• Liaising with Product Managers, Global Business Payments Sales Representatives, Branch personnel, Systems Development, Operations Processing and/or service bureaux to effect resolution of problems that are within the jurisdiction of these areas.
• Assisting with the mentorship of entry level Customer Technical Support Analysts, and the cross training of less senior Customer Service Analysts.
• Contribute to Department Quality Standards by:
  • Ensuring that Daily Telephone Service Factors established as departmental targets are consistently being met.
  • Ensuring all incoming hotline calls are properly logged and updated as per department standards.
  • Ensuring that there is strict adherence to all documented procedures and guidelines.
  • 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 while ensuring adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
  • Champions a high-performance environment and contributes to an inclusive work environment.

    What You'll Bring:

    • Payments Knowledge - The candidate must demonstrate strong technical/troubleshooting skills and GBP Cash Management comprehensive knowledge for products, such as ScotiaConnect Online, File Delivery, EFT/Wire Payments /ACH/IMT/interac E-Transfer, Bulk EMT, RDC, SVBC, among others.
    • Must be able to demonstrate strong technical/troubleshooting skills, with proven expertise with GBP Cash Management Products, such as ScotiaConnect Online, EFT/Wire Payments /ACH/IMT/interac E-Transfer, Bulk EMT, SVBC, RDC, EDS, among others.
    • The candidate is expected to provide service/support to over 30,000 Commercial, and Small Business customers on the hotline which operates from 8 a.m. to 8 p.m. ET Monday to Friday. These clients represent a very large percentage of the Bank's overall revenues.
    • The Client Services and Solutions Help Desk supports +20 Electronic Cash Management Products (GBP).
    • Resilient and agile to work in a fast-paced environment and with changing priorities
    • Customer service oriented in order to deal effectively with all customers (internal and external) at all levels
    • Empathetic and experienced in building business relationships with members of organizations with varying hierarchal positions
    • Results oriented and a competent problem solver in order to achieve desirable resolutions to customer problems and exude confidence when dealing with our clients
    • Analytical, detail oriented and committed to accuracy
    • Able to work well both independently and in a team environment

      Work Arrangement:

      Work in a standard office-based environment; hybrid model.
      
      

      Note:

      Holiday coverage is required on a rotation basis (except Good Friday, Labor Day, Christmas, Boxing Day, and New Year).

      The incumbent is frequently confronted with time sensitive inquiries from Commercial, and Small Business customers requiring immediate action. These requests coupled with unpredictable and fluctuating deadlines and changing priorities subject the incumbent to potentially stressful situations on a regular basis.

      Interested?

      
      If your experience is closely related but doesn't align perfectly with every qualification, we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank At Scotiabank, every employee is empowered to reach their fullest potential, respected for who they are and, embraced for their differences. That's why we work to grow and diversify talent and engage employees in a performance-oriented culture.

      What's in it for you?

      
      Scotiabank wants you to be able to bring your best self to work - and life, every day. With a focus on holistic well-being, our many flexible benefit programs are designed to help support your unique family, financial, physical, mental, and social health needs.

      Location(s): Canada : Ontario : Scarborough
      
      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.