Service Support Officer, Private Banking, Scotia Wealth Management

3 weeks ago

Montreal, Quebec, Canada Scotiabank Full time

Requisition ID: 207171

The Private Banking Service Support Officer plays a vital role in ensuring the success of the Private Banking team by executing specific individual goals, plans, and initiatives in support of the team's objectives. This includes delivering exceptional personal service in all activities completed to support the Private Banking team, ensuring all activities are conducted within compliance with governing regulations, internal policies, and procedures.

Key Responsibilities:

  • Deliver the desired Client Experience by consistently applying the Service basics during all Client/PB team interactions.
  • Demonstrate confidence and knowledge by ensuring transactions are thorough and accurate.
  • Demonstrate respect and knowledge in interactions with the APB/Banker.
  • Provide exceptional service and support combined with innovative approaches to resolving Client's and the Private Banking Team's service issues while adhering to policy and procedures.
  • Provide support to the PB Team with client concerns and complaints. Raise any client complaints to the PB Team that have been brought the Service Support Officers' attention.

Contribute to the quality and efficiency of branch operations as well as compliance with regulatory and internal bank guidelines by:

  • Adhering to cash, custody, and security procedures and Bank policies at all times.
  • Adhering to position authorities and bank policies.
  • Accurately processing daily transactions and Service Requests from Salesforce originated by the Private Banking Team and Clients.
  • Checking/authorizing transactions with approved limits.
  • Daily completion of the Accounting Support Package as outlined in the ASP at a glance for Sales Support Officers document.
  • Ensuring accurate and timely completion of daily and periodic monitoring activities including Automated Control System, Worklist Management Exceptions, Work Hub, Digital Courier.
  • Escalating fraudulent activities, unusual occurrences, issues/deficiencies/trends to your direct supervisor and/or Team Lead and/or AML and/or Branch Compliance Officer (BCO) and/or Chief Compliance Officers and/or applicable Shared Services Department as appropriate.
  • Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Adhere to compliance with regulatory activities and guidelines as part of the service process, including Privacy, Occupational Health & Safety (OHS), Anti-Money Laundering (AML), Anti-Terrorist Financing, Financial Consumer Agency of Canada (FCAC), Know Your Customer (KYC), Canadian Deposit Insurance Corporation (CDIC), Mutual Fund Dealer Association (MFDA) rules, regulations, and policies, as well as Scotia Securities Inc. (SSI) guidelines/processes and Guidelines for Business Conduct.
  • Champions a high-performance environment and contributes to an inclusive work environment.

Requirements:

  • Strong PC and Keyboarding Skills, including Microsoft word and excel.
  • Working knowledge of branch systems (i.e., FFT; Intralink; Salesbuilder; Salesforce; me@scotiabank; Workhub; ScotiaFX).
  • Working knowledge of the Bank's Private Banking, Small Business, and Retail Banking products and services, policies, and procedures.
  • High degree of flexibility to adapt to a wide variety of tasks and functions.
  • Ability to work independently and confidently within the authority and limits assigned.
  • Sensitivity to client needs and privacy.
  • Transactions are executed efficiently with a high degree of accuracy however always within compliance guidelines established by the Bank.
  • Working knowledge of Scotia Service and Complaints Resolution Standards and Procedures.
  • Working knowledge of the roles and responsibilities of the CBCC; RBSC; Global Operations.

In accordance with the language needs assessment conducted by Scotiabank, the selected individual must be able to communicate in English, in addition to French, as they will closely collaborate with other corporate groups primarily working in English.

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