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Senior Officer, Client Relations

3 months ago

Mississauga, Ontario, Canada Scotiabank Full time
Position: Client Service Senior Officer

Join a dedicated and results-oriented team that values inclusivity and high performance.

Role Overview:

The Client Service Senior Officer plays a crucial role in the success of the Client Service division, supporting Corporate and Commercial Banking clients across Canada. This position ensures that individual objectives and initiatives align with the broader business strategies and goals of the team, while adhering to all regulatory and internal compliance standards.

Key Responsibilities:

  1. Foster a customer-centric environment to enhance client relationships and utilize the Bank's extensive resources and expertise.
  2. Deliver exceptional service to both new and existing clients in one of three key areas: Payments (including certified cheques, wire transfers, and foreign currency), Investments (covering investment transactions), and Day-to-Day operations (such as inquiries and investigations), while meeting established service commitments.
  3. Authorize and review transactions within designated limits.
  4. Maintain current knowledge of relevant products, processes, and policies through ongoing training and review of industry updates.
  5. Collaborate with stakeholders to identify and implement improvements, resolve issues, and enhance service delivery.
  6. Address service inquiries and complaints from Banking partners effectively, providing solutions and escalating issues when necessary.
  7. Consider the Bank's risk appetite and culture in daily operations and decision-making.
  8. Ensure efficient operations while maintaining robust business controls to meet obligations related to operational, regulatory, and compliance risks.
  9. Support a high-performance culture by implementing strategies that attract, develop, and retain talent, fostering an inclusive workplace.
  10. Perform additional duties as required.

Position Dimensions:

  1. Independently manage daily operations within established authorities.
  2. Process a high volume of customer service and credit transactions, including inquiries and transfers.
  3. Execute customer identification through established authentication processes.
  4. Serve as a primary contact for service-related activities, providing expert assistance on Commercial and Corporate Banking products and services.
  5. Identify knowledge gaps and performance issues, communicating these through the appropriate channels.
  6. Take ownership of client inquiries and present effective solutions.
  7. Support various business units, including Commercial Banking and Global Risk Management, serving a diverse client base.
  8. Provide national coverage during operational hours, with varying shifts as needed.
  9. Contribute to process improvements and participate in training to enhance skill sets across different areas.

Qualifications:

  1. Post-secondary education or a minimum of two years of relevant experience in the Financial Services sector.
  2. Demonstrated customer service skills with the ability to adapt to changing environments.
  3. Understanding of business credit policies and procedures relevant to Corporate and Commercial Banking.
  4. Experience in setting up and managing accounts and services.
  5. Strong communication and organizational skills.
  6. Proficient in Microsoft Office applications.

Work Environment: Standard office-based setting with occasional non-standard hours. Limited domestic travel may be required.

About Us:

At Scotiabank, we empower our employees to reach their full potential and value the unique contributions of each individual. We are committed to fostering a diverse and inclusive workplace.

Benefits:

Scotiabank offers a range of flexible benefit programs designed to support the well-being of our employees and their families.