Bilingual Credit Specialist
5 days ago
Requisition ID: 219416 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **Purpose** ***Accountabilities** Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. Credit Decisioning and administration of Retail Credit by: Conducting effective telephone communications in order to complete/conclude credit investigations while maintaining the confidentiality of the Bank and customer. Performing enhanced due diligence and adhering to full investigation as per KYC procedures Responding to correspondence concerning credit enquiries and problems from customers and branches. Validating identity of applicant using current and relevant processes Reporting fraud through proper channels when identified Offering White Glove service to our Branch Partners Develop and maintain banking relationships with customers in a way which ensures that the delivery of customer service fosters overall customer satisfaction consistent with the Scotia Service standards by: Ensuring the inbound/outbound calling authentication procedure is followed Acquiring and maintaining a thorough knowledge of all Retail Lending products, policies and procedures necessary to respond appropriately to customer inquiries. The incumbent should also develop and maintain an awareness of competitor’s products and services. Responding to customers immediate service requirements as well as identifying opportunities to explain and promote the sale of other Bank products. Referring cross-sell/up-sell opportunities to the Contact Centre and/or branch. Assuming responsibility for all customer enquiries/concerns/complaints directed to him/her by resolving those matters within his/her discretion, to the customer’s satisfaction or by referring the customer to the appropriate source as set out in the Bank’s Complaint Resolution Standards and Procedure’s and Privacy Code. Taking full responsibility for resolving all customer/branch inquiries, and de-escalating concerns/complaints. Perform other duties as assigned. 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. **Education / Experience / Other Information** A thorough knowledge of the Bank’s online systems e.g. Intralink, SalesBuilder, KS/KV Systems, PEGA, AS400. Sound judgment in conducting credit investigations and making retail credit recommendations. An appreciation and an understanding of the related consumer retail credit market. Previous telephone/telemarketing experience Must be bilingual in French and English Location(s): Canada : Ontario : Ottawa || Canada : Quebec : Montreal 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.
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Bilingual Customer Service Representative
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