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Customer Relations Representative

4 months ago

Anjou Quebec HC, Montréal, Canada Scotiabank Full time

Requisition ID: 200162

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

What your role will be

Customer Relations Representative

As a member of the Dealer Finance Centre (DFC) Team and working in close partnership with the Retail Sales and Lending team, you are responsible for contributing to the overall success of the DFC by meeting Service Excellence goals for internal and external customers by providing prompt, accurate and professional resolution to all inquiries while adhering to the Bank security, operational and compliance procedures, and policies.

The Customer Relations Representative handles a high volume of incoming Dealer and Client phone calls. In this role, your main responsibilities include assisting clients with their concerns by responding to and effectively resolving their issues.

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


  • Performs all Customer Service activities according to established service standard and established targets:
  • Handling a high volume of incoming dealer and client phones calls that are a barrier to the Validation staff and maximizing time spent on validating and paying all Indirect Retail and Leases;
  • Following the Bank’s service standard guidelines during all contacts with dealerships, clients, Branches and other Bank departments;
  • Providing a high level of customer service on all incoming telephone/fax/electronic inquiries from Dealerships

Increase Client satisfaction and loyalty through service excellence by:

  • Acquiring and maintaining a detailed knowledge of products and services;
  • Responding to the client’s inquiries fully and effectively resolving clients concerns on the spot and/or escalating as appropriate;
  • Providing guidance and direction to Dealers with all aspects of Funding requirements of the DFC;
  • Providing a positive customer service experience at all times by ensuring the customer experience is delivered in a professional and friendly manner;
  • Demonstrating confidence and knowledge by ensuring transactions are thorough and accurate;
  • Demonstrating respect and knowledge in every client interaction;
  • Participating in and supporting change initiatives;

Contributes to the quality and efficiency of the DFC operations as well as compliance and regulatory and internal bank guidelines to minimize the Bank’s exposure to risk by:

  • Adhering to custody and security procedures and policies at all times;
  • Adhering to position authorities and Bank policies;
  • Complying with regulatory requirements as part of the service process, including Know Your Customer (KYC), Anti-Money Laundering/Anti-Terrorist Financing (AML/ATF) Privacy and Occupational Health and Safety (OHS) requirements, processes and guidelines;
  • Reporting immediately any unusual occurrences or fraudulent activity and escalating issues/deficiencies/trends to your Direct Supervisor and/or Senior Manager of Operations, VP and Centre Manager and/or Chief Compliance Office.
  • Timely escalation of issues/obstacles/trends to your Direct Supervisor;
  • Ensuring all contracts received are acknowledged and distributed evenly to Validation Officers, keeping Supervisor apprised of incoming volumes.

Provides Administrative Support and Contributes to DFC growth, profitability and productivity:

  • Providing above average customer service in all internal and external contacts;
  • Participating in reviewing/identifying business needs, developing requirements;
  • Action Dealer requests to discharge, amend or substitute Collateral
  • Action Reports from AFIL ie. Mazda Loyalty, VIN mismatch,
  • Respond and action Dealer request for errors or omissions on compensation
  • Assisting the Sales force with special projects i.e. Dealer Appreciation Certificates

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

  • Thorough knowledge of automotive, Retail Indirect Loans and DVLP leases to deal knowledgeably with a high volume of dealership enquiries related to the complexities of the product and processes.
  • Expert knowledge of the Validation and Funding process.
  • Strong organizational, written and verbal communication skills
  • Thorough knowledge of PC software programs: ALS COM, CIS, Auto Hub, Excel and Microsoft Word (considered an asset)
  • Working knowledge of Bank system HR Passport, My Learning Centre etc.

Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English & French because they will serve English-speaking clientele.

Location(s): Canada : Quebec : Montreal || Canada : Quebec : Anjou

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.