Supplier Relations Officer, Agency Management

2 weeks ago


North York, Canada Scotiabank Full time

**Requisition ID**: 173389

**Cost Centre**: NATIONAL COLLECTION CENTRE

**Employee Referral Program - Potential Reward**: $1,000.00

We are committed to investing in our employees and helping you continue your career at Scotiabank.

**_
Purpose _**

The SRO, Agency Management is responsible for providing specialized customer service and administrative support as it relates to the coordination of workload and work-flow, production activities, report processing, and system maintenance ensuring its adherence to Bank security and operational procedures and policies relating to all Retail and Small Business Collection Agency matters. Working in close partnership with the branches and internal business partners the SRO, Agency Management provides expert advice and solutions that help business partners achieve their goals while keeping alignment with the Bank’s Strategy.

**_
Key Accountabilities _**

Customer Fulfilment / Experience - Provide the best-in-class customer experience when dealing with business partners, customers, or team members by:

- Taking full responsibility for all inquiries/concerns/complaints received and providing accurate solution within assigned timeframes and in adherence to Bank policy and procedure;
- Providing prompt, courteous and knowledgeable responses to inquiries received;
- Maintaining the confidentiality of customer information at all times; and
- Recommending how can we provide a simpler and more compelling service to our customers and/or encouraging the staff to challenge the status quo and recommend new and better ways to serve our customers.

Drive Operational Efficiencies & Effectiveness - Ensure the assigned accounting activities are duly completed by:

- Verifying the accurate processing, posting and verification of the daily accounting transactions while ensuring Service Level Agreements are met;
- Ensuring completion deadlines for each process are as per operating procedure guidelines;
- Advising the immediate Department Manager of any problem situations observed and provide recommendations;
- Understanding the branch services, processes, operations and systems (PEGA, MS Office Suite, AS400, LAN and others) to ensure required transactions are duly processed as per Bank policies, procedures, service standards, and workflows; and
- Reviewing key indicators report on a regular basis and advise of any trend to the unit’s business leader.

Compliance & Risk Management - Contribute to the efficiency of the business units operations and overall profitability of the Bank, by:

- Ensuring corrective action is taken/ recommended/ escalated as appropriate;
- Maintaining strict adherence to Bank and Customer Transaction Support security procedures;
- Ensuring all customer files, and passwords under custody are maintained in accordance with Bank regulations;
- Adhering to the Banks’ Position and Signing Authorities; and
- Ensuring that exception items and/or conditions are escalated to management, especially as it relates to unusual occurrences or fraudulent activity.

Enhanced Leadership Capabilities - Contribute to the effective functioning of the team by:

- Assisting with the training of new team members (Delegating, checking and reviewing work preparation) or the monitoring of cross-training initiatives within the department.

**_Education/Experience/Other Information_**
***
- Minimum of 3 years of experience in Collections, Litigation or Bankruptcy.
- Two year college degree in Accounting, Finance, Business, Management or Undergraduate Degree in Accounting
- Fluent in French is an asset.
- Ability to deal effectively with Branch/Customer inquiries, concerns or complaints and provide prompt and accurate resolution to the complete satisfaction of all parties involved the Customer, the Bank, and Reconciliation department.

Location(s): Canada : Ontario : North York || Canada : Ontario : Ottawa

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.


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