Service Officer, Client Service

2 days ago

Montréal, Canada Scotiabank Full time

Requisition ID: 200641

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

**2 positions open**: Service Officer, Client Service - Business Banking Operations

**Purpose**

Contributes to the overall success of the Client 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.

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

- 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 one of two focus areas:

- Payments i.e. certified cheques, wires, bank drafts, foreign currency etc.
- Day to Day i.e., indexing, inquiries, investigations etc.

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 partners/clients, 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.

**What you will be doing?**
- Operates independently to execute day-to-day operations within authorized limits
- Reviews and processes high volumes of daily transactions originated by customers, management or a B/F system
- Ensures customer identification is executed through Authentication processes
- Acts as a dedicated point of contact for day-to-day service activities and provides service and support to our clients and partners as required.
- Responds to client and partner inquiries, concerns, or complaints and presenting solutions or alternatives, escalates to supervisor as required
- Business Units supported include, but are not limited to: Commercial Banking, Small Business, Corporate, Retail Banking, Global Risk Management, Payments & Cash Management, Audit, Quality Assurance, Trade services, Scotia Leasing, Real Estate Banking, Client Services and Solutions, Cash Management Call Centre, Symcor, and other units (as applicable).
- Provides national coverage between the hours of operation (7 a.m. - 8 p.m. Eastern Standard Time). Shifts may vary.
- Participates in the implementation of efficiency-focused improvements to operating procedures and/or systems in order to meet Bank regulations by participating in pilots and “test & learn” as required.
- Participates in cross-training to broaden skillsets across different areas.

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

- Post-Secondary Education or a minimum of 1 years of relevant working experience in Financial Services or related industry.
- Working knowledge of Retail, 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:

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