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Service Officer, Client Service Specialist
2 months ago
We are seeking a highly skilled Service Officer to join our Client Service team in Canada. As a Service Officer, you will play a critical role in ensuring the success of our team by executing individual goals, plans, and initiatives in support of our business strategies and objectives.
Key Responsibilities
- Champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
- Provide exceptional customer service by taking responsibility for and ensuring ongoing service for new and existing clients, focusing on two key areas: Payments and Day-to-Day services.
- Maintain up-to-date knowledge and understanding of relevant products, processes, and policies, including completing internal training and reviewing industry publications.
- Participate as an active partner, initiating changes by working with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs, and improve services.
- Respond 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.
- Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Actively pursue effective and efficient operations of their respective areas, 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.
- Champion a high-performance environment and implement a people strategy that attracts, retains, develops, and motivates their team by fostering an inclusive work environment.
What You Will Be Doing
- Operate independently to execute day-to-day operations within authorized limits.
- Review and process high volumes of daily transactions originated by customers, management, or a B/F system.
- Ensure customer identification is executed through Authentication processes.
- Act as a dedicated point of contact for day-to-day service activities and provide service and support to our clients and partners as required.
- Respond to client and partner inquiries, concerns, or complaints and present solutions or alternatives, escalating to supervisor as required.
- Provide national coverage between the hours of operation (7 a.m. – 8 p.m. Eastern Standard Time). Shifts may vary.
- Participate in the implementation of efficiency-focused improvements to operating procedures and/or systems in order to meet Bank regulations.
Requirements
- Post-Secondary Education or a minimum of 1 year of relevant working experience in Financial Services or a 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).
- Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English in addition to French.
