Customer Support Representative

1 week ago

Toronto, Ontario, Canada Scotiabank Full time

Requisition ID: 200312

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

Purpose
Contributes to the overall success of the ScotiaHelps in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Accountabilities

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. Accurately process, as per documented procedures, all forms of correspondence, including, but not limited to, emails, fax, regular/returned mail, worklist through workflow, internal courier mail and manual letter preparation. Accurately process, post and maintain daily transactions on accounts to be Written Out of Records (WOR), assignments of Unauthorized Overdrafts to Collection Agency, chargeback of authorized overdraft accounts for both retail and small business, ensuring all applicable systems of record are documented with actions taken. Respond to Customer inquiries when presented through Inbound assigned telephone lines. 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 Guidelines for Business Conduct. Champions high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.

Dimensions

Process per hour at a minimum: 17 pieces of return mail or 14 Administrative items (Correspondence/WOR processing/Overdraft Chargeback processing). All delinquent Retail and Small Business accounts for Canada supported. Direct impact on Customer Experience in the accurate and timely processing of entries/ correspondence. Utilize all Host and Collections systems to accurately document and process assigned administrative tasks.

Education / Experience / Other Information

Secondary School Diploma or equivalent Administration Experience in Collections an asset Back Office Domestic Branch Experience an asset Strong organizational skills and demonstrated effective time management Strong communication skills

Working Conditions

Office-based environment including hybrid Working Hours: Monday - Friday, 8 am - 4 pm EST Location: 2201 Eglington Avenue East, Scarborough Non-standard hours are a common occurrence. Occasional domestic and international travel

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