Credit Specialist

Requisition ID: 147616 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **Job Summary** **Key Accountabilities**: - Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. - Underwriting 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 - 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. **Skills and requirements** - Relevant working experience in Financial Services or related industry. - Strong Communication (written & verbal) and Organizational Skills - 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 - Experience working in a customer facing position - The position requires the incumbent to be on the phone for the whole duration of their shift to respond to partners and clients' inquiries, previous telephone/telemarketing experience would be considered a strong asset **Important Notes**: **Availability**:_ _**shifts are within the hours of 12:00 pm - 8:00 om (Monday to Friday) - Flexibility Required between the hours of 8:00 am - 8:00 pm (Monday to Friday). The role may require periodic shift (30 days’ notice) changes and rotations to accommodate planned vacation relief and unplanned absence **Working Conditions**: - The position is primarily non-physical; some movement of materials (usually done by lifting) is required (i.e., file trays, computer reports, etc.). - The incumbent works in standard office environment. - Intermittent periods of concentration are required while working on video display terminals and verifying the accuracy of documents. - There are ongoing and frequent telephone inquiries as well as deadlines, time constraints and pressure situations from customers that may occur frequently. There will be seasonal peaks and excessive volumes due to campaign schedules. Location(s): Canada : Ontario : North York 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.