Triage & Communications, Customer Complaints

Requisition ID: 199563 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Contributes to the overall success of the CCAO in Canada ensuring specific individual goals are delivered in support of the team’s business strategies and objectives. The incumbent ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. **Is this role right for you? In this role, you will**: - Contribute to the Intake team by acting as the first point of contact for customers who engage the CCAO as part of the Complaint Resolution Process. - Support effective handling of complaint intake for the CCAO which includes: - ensuring the completeness, accuracy and timely completion of various administrative tasks associated with opening cases, distributing correspondence to the appropriate manager and responding to customer contacts both written and verbal. - consistent adherence to Service Level Agreement standards and time frames when responding to customers. - Foster good working relationships with other units in the Complaint Resolution Process both within the Bank (i.e. Escalated Consumer Customer Concerns Office, Wealth Management, Tangerine Client Response Group) and outside the Bank (i.e. OBSI, ADR Chambers Banking Ombudsman) by: - establishing and maintaining regular contact with counterparts - handling interactions diplomatically and professionally, recognizing the CCAO’s role in providing an impartial venue for both clients and the Bank. - Contribute to the CCAO team by supporting the customer complaint investigation process through effectively facilitating the extraction of all data / evidence (documentation, attachments, correspondences, comments etc.) contained in the Level 2 case files (E.g., Client Response Group, Escalated Customer Concerns Office, Wealth Management) and level 1 case file if applicable. - Support effective handling of case document collection along with general administrative tasks for the CCAO which includes: - Ensuring the completeness and accuracy of various administrative tasks associated with extracting all data/evidence and uploading complete case files to the Case Management System prior to the case being assigned for investigation. - Consistent adherence to department standards and tight timelines to ensure investigations are commenced as efficiently as possible to increase customer satisfaction. - Prepare clear and concise written summaries to effectively communicate a recommendation for case resolution, while assessing potential financial and reputational risks. - Contribute to the CCAO reporting, being accountable for data management and ensuring accuracy of the information recorded on the Case Management System. - Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions. - Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk. - Champions a high-performance environment and contributes to an inclusive work environment. - Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. **Do you have the skills that will enable you to succeed? We’d love to work with you if you have the following**: - Strong oral and written communication skills to deal professionally with customers, and internal/external business partners. - Knowledge of Scotiabank Group operations, including the complaint resolution process. - Computer proficiency, including strong working knowledge of Microsoft Office Suite (Word, Excel, Outlook) and a demonstrated commitment to customer service. - Thorough knowledge of the Bank’s business and consumer processes as well as the regulatory environment (PIPEDA, AML, OBSI, ADRBO) Location(s): Canada : Ontario : Toronto Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.