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Client Service Specialist, Community Services
1 month ago
Role Overview
As a Client Service Specialist, Community Services, you will contribute to the overall success of the Lending Services business unit by ensuring specific individual goals, plans, initiatives, and assigned tasks are executed/delivered in support of the team's business strategies and objectives.
Key Responsibilities
- Champion a client-driven culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
- Prepare and execute intricate security and Business Banking documents to meet the requirements stipulated by the Bank's policies and procedures to support the fulfillment of new and ongoing maintenance, amendment, and service activities of lending products & services.
- Maintain up-to-date knowledge and understanding of relevant Commercial and Small Business products, processes, and policies, including completing internal training and reviewing appropriate news items and publications.
- Participate as an active partner and initiate changes by collaborating 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 Banking partners, with the ability to resolve servicing issues and reduce business and client impact with managerial direction as required.
- Understand how the Bank's risk appetite and risk culture should be considered in daily activities and decisions.
- Contribute to the overall Pulse Score by championing opportunities to enhance the customer experience.
- Actively pursue effective and efficient operations of respective areas, while ensuring the adequacy, adherence to, and effectiveness of 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.
- Perform other related duties as assigned.
Requirements
- Post-Secondary Education
- Minimum of 2 years of relevant working experience in Financial Services or a related industry.
- Proven customer service skills, as well as flexibility to adapt to changing environments.
- Experienced and knowledgeable of Business Banking credit as it applies to the Corporate, Commercial, and Small Business Bank's policies & procedures, products & services, and security & collateral documentation.
- Strong knowledge and experience in the setup and execution of onboarding accounts, products & services, and loan/funding.
- Fluency in English (written & verbal) and Organizational Skills.
- Working knowledge of Microsoft Office (Excel, Word, and Outlook).
What You Will Be Doing
- Operate independently to execute the fulfillment and maintenance of Commercial and Small Business lending products & services within assigned authorities/limits.
- Review, assess, and process high volumes of standard/non-standard credit, service, and support customer transactions.
- Process for deals (size and respective limits will vary subjected to segment and tasks).
- Act as a dedicated subject matter expert providing timely resolution to clients and business partners on all Commercial and Small Business lending products, services, tools, systems, procedures, etc.
- Recognize and identify knowledge gaps and performance concerns and address/report these observations through the appropriate escalation process.
- Take responsibility for client and partner inquiries, concerns, or complaints and present solutions or alternatives.
- Business Units supported include and not limited to: Commercial Banking, Small Business, Global Risk Management, Payments & Cash Management, Audit, Trade services, Scotia Leasing, Real Estate Banking, Client Services and Solutions, Cash Management Call Centre, and other units (as applicable).
- Provide national coverage between the hours of operation (7 a.m. – 8 p.m. Eastern Standard Time). Shifts may vary.
- Assist in identifying and implementing efficiency-focused improvements to operating procedures and/or systems to meet Bank regulations, operational effectiveness, and overall process simplification. Participate in cross-training to broaden skillsets across different areas.
At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.
