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Bilingual Service Officer

4 months ago

Montréal, Canada Scotiabank Full time

Requisition ID: 166191

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

**Purpose**

Contributes to the overall success of the Corporate, Commercial and Small Business maintenance service team 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.
- Provides an excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing clients as it pertains to their day to day inquiries/investigations, payments requests, transactional activities, updates to their existing loans, accounts, products & services, 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 Banking partners, 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.

**Education/Experience**
- Bilingualism in French and English required
- Post-Secondary Education or a minimum of 1 years of relevant working experience in Financial Services or related industry.
- Working knowledge of 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)

Location(s): Canada : Quebec : Montreal

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.