Client Service Specialist, Commercial Banking

Requisition ID: 201654

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

**Purpose**

Contributes to the overall success of the Commercial Bank in Canada, ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives while also ensuring all activities are conducted in compliance with governing regulations, internal policies and procedures.

The Client Service Specialist (CSS) provides the (Sr.) Client Relationship Managers with support needed to service our customers for new and existing client, requirements. This will include coordinating efforts with internal partners and directly reaching out to clients to address collection/processing of financial reporting, satisfaction of funding requirements, onboarding needs and various activities such as resolution of escalated client challenges. The role is specific to servicing all segments in Commercial Banking Distribution. This role is the key contact for coordination with RBBO - BSC.

**Accountabilities**:
Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

Working closely with (Sr.) Client Relationship Managers and Credit Analysts, the CSS is responsible for providing the following 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. This includes contacting clients, sourcing internal/external sources/web sites, documenting information in Know Your Client documentation in various formats such as the Client Profile Information documents and responding to various internal Compliance groups.
- Client servicing: Support /help resolve service-related matters raised by the client directly to the (Sr) Client Relationship Manager. This responsibility does not replace the servicing provided through the Business Service Center and is typically day to day servicing and can also be credit in nature including but not limited to Carve-out/drawdowns/payouts/KYC refreshes/ODP- ODF/TOR etc. Credit related tasks (a) contact client for financial reporting and other information as required and ensure appropriately documented in systems (e-tracker) (b) general support as necessary in the annual review process.
- Fulfilment: Coordinating efforts with the client, Credit Analyst, (SR) Relationship Manager and various internal partners (e.g., RBBO -BSC, EDDU, CRA, GBM) to ensure loan funding and business account openings are fulfilled as per customer expectations, using appropriate intake models i.e., e-CTA/e-PSR/nCINO etc.

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. This may include actioning feedback received directly from clients or through client satisfaction vehicles such as the Pulse.

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, 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, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.

Champions a high-performance environment and contributes to an inclusive work environment.

**Dimensions**:

- The CSS will be responsible for supporting (Sr.) Client Relationship Managers in Commercial Banking Distribution.
- The clients being serviced are in Canada and generally within the same region although they could have operations across the country as well as in international locations. These clients will be both borrowing (mostly under $5MM with some clients up to $25MM) and non-borrowing. Borrowing Clients typically have standard to moderately complex financial solutions.
- Strong organizational skills are necessary to manage significant data from multiple sources and balance various tasks from client service administration to borrower reporting processing to credit related support.
- The CSS will typically receive requests from the (Sr.) Client Relationship Managers but may also at times be requested to support Directors and Vice Presidents in the Commercial Banking group.
- The CSS will interact primarily with the following partners: Business Service Center, Enhanced Due Dilige