Client Service Representative
3 weeks ago
Requisition ID: 204983
Join a purpose-driven and high-achieving team, dedicated to delivering results within an inclusive and performance-oriented culture.
Role Overview:
This position plays a vital role in the success of the Client Service team in Canada, ensuring that specific individual objectives, plans, and initiatives are effectively executed in alignment with the team's business strategies and goals. All activities must comply with relevant regulations, internal policies, and procedures.
Key Responsibilities:
- Promote a customer-centric culture to enhance client relationships and utilize broader Bank resources, systems, and expertise.
- Deliver exceptional customer service by managing ongoing support for both new and existing clients, focusing on:
- Payments, including certified cheques, wire transfers, bank drafts, and foreign currency.
- Day-to-Day operations, such as indexing, inquiries, and investigations.
- Maintain current knowledge of relevant products, processes, and policies through internal training and regular review of industry publications.
- Actively collaborate with stakeholders and business lines to address issues, eliminate obstacles, reduce costs, and enhance service delivery.
- Respond promptly to service inquiries, concerns, and complaints from clients and partners, with the ability to:
- Resolve daily service issues with managerial guidance as necessary.
- Analyze situations and provide sound recommendations to overcome challenges, escalating when needed.
- Facilitate decision-making by supplying timely and relevant data.
- Understand the Bank's risk appetite and culture, integrating these considerations into daily activities and decisions.
- Strive for effective and efficient operations in assigned areas, ensuring compliance with operational risk, regulatory compliance, and conduct risk frameworks.
- Foster a high-performance environment by implementing a people strategy that attracts, retains, develops, and motivates team members, while promoting an inclusive workplace.
- Perform additional related duties as assigned.
What You Will Be Doing:
- Independently manage daily operations within authorized limits.
- Process a high volume of daily transactions initiated by customers or management.
- Ensure customer identification is conducted through established authentication processes.
- Serve as a primary contact for daily service activities, providing support to clients and partners as needed.
- Address client and partner inquiries, concerns, or complaints, offering solutions or alternatives, and escalating to supervisors when necessary.
- Support various business units, including Commercial Banking, Small Business, Corporate, Retail Banking, Global Risk Management, Payments & Cash Management, and others.
- Provide national coverage during operational hours.
- Engage in efficiency-focused improvements to procedures and systems to meet Bank regulations.
- Participate in cross-training initiatives to expand skill sets across different areas.
Qualifications:
- Post-secondary education or a minimum of one year of relevant experience in the financial services industry.
- Familiarity with retail, corporate, and commercial products, services, and procedures.
- Demonstrated customer service skills, with the ability to adapt to changing environments.
- Comprehensive knowledge of the Bank's transactional services.
- Strong communication (both written and verbal) and organizational skills.
- Proficiency in Microsoft Office applications (Excel, Word, and Outlook).
- Ability to communicate effectively in English and French, as required for collaboration with diverse teams and clientele.
Scotiabank is a leading financial institution in the Americas, dedicated to helping customers, their families, and communities achieve success through a wide range of financial products and services. We value the unique skills and experiences each individual brings and are committed to fostering an inclusive and accessible environment for all.
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