Customer Relations Representative Retail Lending

7 days ago

Hamilton, Canada Scotiabank Full time

Requisition ID: 168921

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

**Purpose**

Contributes to the overall success of the Centre 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.

More specifically, your responsibilities include assisting clients with their concerns, responding to and effectively resolving their issues. You are responsible for contributing to the provision of human, straightforward and knowledgeable service through your daily interactions to foster a relationship of mutual trust and confidence with clients and other team members.

**Accountabilities**

1. Performs all Customer Service activities according to established service standard and established targets:

- Handling a high volume of incoming dealer and client requests that are a barrier to the retail lending staff
- 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

2. Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge 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 and in defensively.
- Projecting an image on the phone and 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;
- Contributing to effective team morale and employee relations through positive interactions with team members and participating in the Applause Program;
- Accept responsibilities for sundry assignments

3. 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 2 Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct by:

- Adhering to custody and security procedures and policies at all times;
- Adhering to position authorities and Bank policies;
- Maintaining punctuality and adhering to designated break and lunch schedule
- 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 Director of Operations, VP and Centre Manager and/or Chief Compliance Office.
- Timely escalation of issues/obstacles/trends to your Direct Supervisor to resolve

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

- Providing above average customer service in all contacts;
- Participating in reviewing/identifying business needs, developing requirements;
- Respond and action Dealer request for errors or omissions on compensation

**Education / Experience / Other Information**
- Accountable for providing a superior customer experience.
- Sound knowledge of specific discipline relative to the business unit, e.g. documentation rules / guidelines;
- Sound knowledge of automated systems and software packages relevant to the business: ALSCOM, DealerTrack, RouteOne and Microsoft Office;
- Knowledge of the Retail Lending and the relevant loan / lease credit policies, procedures, pricing and authorities.
- Ability to focus on detail;
- Strong organizational and multi-tasking ability;
- Ability to manage all activities within established time and productivity targets, as set by Automotive Finance & Indirect Lending;
- Strong knowledge of legislative, governance or regulatory rules, Anti-Money Laundering/AntiTerrorist guidelines.
- Banking/financial/leasing experience highly desirable

**Working Conditions**

Work in a standard office-based environment; non-standard operating hours Monday-Saturday. Month-end driven with seasonality, overtime is required during these peak period.

Location(s): Canada : Ontario : Hamilton

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every fut

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