Senior Client Service Associate, Payments

2 weeks ago

Ottawa, Ontario, Canada Scotiabank Full time

Job Summary

The Senior Client Service Associate, Payments & Cash Management is a key role within the Canadian Business Banking team at Scotiabank. This position is responsible for providing exceptional client service and support to a portfolio of existing and prospective clients, focusing on cash management and payments solutions.

Key Responsibilities

  • Champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
  • Work closely with the Senior Manager, PCM, to provide the following services to clients:
    • Fulfillment: Coordinating efforts with clients and internal partners to ensure cash management and related services and products are fulfilled as per customer expectations.
    • Client Coverage: Resolve service and related issues for complex, high-valued clients for cash management, payments, deposit products, reporting, and digital banking platform.
    • Product Expertise & Execution:
      • Provide coverage team support with proposals, client briefs, and SalesForce updates.
      • Assist with the preparation of client and partner presentations and proposals in conjunction with Product owners and Proposal Writing Team.
      • Work with Product owners to identify potential product enhancements and provide feedback through the appropriate communication channels.
    • Treasury Reviews: Prepare and consolidate required information to enable the completion of thorough treasury reviews for priority clients on an annual basis.
  • Provide status information on the progress of various fulfillment, onboarding, and service requests and ensure bottlenecks or delays are promptly escalated with a plan to resolve.
  • Use data and analytics to identify opportunities to enhance client services and solutions and cross-sell, sharing recommendations with Senior Manager, PCM.
  • Make suggestions to continually improve processes and client satisfaction metrics.

Requirements

  • University or College business degree, equivalent work experience, or operational experience.
  • Commitment to participate in other training requirements as determined by the Bank from time to time.
  • Strong commitment to excellent client service and ability to work with clients to resolve issues in an amicable and prompt manner.
  • Strong organizational skills to coordinate and prioritize a number of concurrent requests from different Senior Managers, PCM, and/or partners.
  • Strong interpersonal skills to obtain agreements within Canadian Business Banking and partners.
  • Strong written and verbal skills with proven ability to engage stakeholders and clients.
  • Good knowledge of fulfillment processes and roles of partners.
  • Good knowledge of Canadian Business Banking partners and their involvement in servicing clients.
  • Thorough knowledge of the applicable software and technology platforms for Canadian Business Banking.
  • Working knowledge of the features and benefits of commercial products, services specific to payments and cash management, and the credit requirements associated with them.
  • Working knowledge of Microsoft Office applications.
  • A high degree of flexibility to adapt to a wide variety of tasks.
  • Strong commitment to accuracy, customer focus, and results focus.
  • Bilingual (English & French) is an asset.

Working Conditions

Work in a standard office-based environment; non-standard hours are a common occurrence. No travel.

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