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Client Service Specialist, Commercial Banking
2 months ago
About the Role
We are seeking a highly skilled Client Service Specialist to join our Commercial Banking team at Scotiabank. As a key member of our team, you will play a critical role in providing exceptional client service and support to our clients.
Key Responsibilities
- Champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
- Work closely with Client Relationship Managers and Credit Analysts to provide services to a portfolio of existing and prospective clients.
- Onboarding: Support the collection of information directly from clients and from various sources necessary to assess the client's risk profile in order to ensure the Bank meets its regulatory requirements related to KYC, AML, etc.
- Client servicing: Support/help resolve service-related matters raised by the client directly to the Client Relationship Manager.
- Credit related tasks: Contact client for financial reporting and other information as required and ensure appropriately documented in systems.
- Fulfilment: Coordinate efforts with the client, Credit Analyst, Client Relationship Manager, and various internal partners to ensure loan funding and business account openings are fulfilled as per customer expectations.
- Provide status information on the progress of various fulfilment, KYC, AML onboarding, and service requests and ensure bottlenecks or delays are promptly escalated with a plan to resolve.
- Look for opportunities to make suggestions to continually improve processes and client satisfaction metrics.
- 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 his/her respective areas, while 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 contribute to an inclusive work environment.
Requirements
- College/University degree or equivalent work 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 Relationship Managers.
- Strong interpersonal skills to obtain agreements within Commercial Banking and partners.
- Strong written and verbal skills with proven ability to engage stakeholders and clients.
- Strong knowledge of Onboarding, Know Your Customer, Anti Money Laundering processes.
- Good knowledge of fulfilment processes and roles of partners.
- Good knowledge of Commercial Banking partners and their involvement in servicing clients.
- Good knowledge of the Commercial Banking Distribution structure as well as role of other groups within Commercial Banking.
- Thorough knowledge of the applicable software and technology platforms for Commercial.
- Working knowledge of the features and benefits of Commercial products and services.
- 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.
Language Requirements
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 because they will serve an English and French-speaking clientele frequently.
