Bilingual Technical Support Analyst I

Requisition ID: 242349

Roynat Capital, a wholly owned subsidiary of Scotiabank, is a national lender and investor with expertise in providing innovative long-term capital solutions for mid-sized companies utilizing senior term, subordinated debt, as well as mezzanine capital and common share equity. We provide tailored solutions to clients for acquisitions, business expansions, wealth monetization, and working capital enhancement. With a national presence in Canada in major markets, Roynat assists growth-oriented companies in reaching their goals across a wide range of industries.

Purpose

Provide Technical support to Business Banking, Private Banking and Commercial clients for GBP Cash Management products via Inbound Call channel. Contribute to the overall success of the Client Services & Solutions Help Desk by ensuring specific individual goals, plans and initiatives are executed / delivered in support of the team's business strategies and objectives. Ensure all activities conducted follow governing regulations, internal policies and procedures.

Is this role right for you? In this role you will:

• • Provide Technical Support assistance to Business Banking, Private Banking and Commercial clients via Inbound Call channel and promptly determining/interpreting the nature of the customer query and providing viable solutions.
• Ensuring adherence to the precepts of first call resolution thereby enabling the customer to meet their internal and/or Bank imposed deadlines.
• Deliver a positive customer experience by consistently applying service standards best practices during all customer interactions.
• Ensuring that Daily Telephone Service Factors established as departmental targets are consistently being met.
• Ensure all client interactions are properly logged and updated as per department standards.
• Conducting timely follow-up on existing cases and SN Tickets.
• Escalate to Management for guidance and direction on complex cases to effect pertinent resolutions in a timely manner.
• Liaise with Product Managers, GTB Sales Representatives, Branch personnel, Systems Development, Operations Processing and/or service bureaux to effect resolution of problems that are within the jurisdiction of these areas.
• Champion a high-performance environment and contribute to an inclusive work environment.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• • Strong written and verbal communication skills.
• Computer Science Degree or Computer Networking Diploma – preferred but not mandatory.
• Ability to build strong relationships with peers and internal partners and work well under pressure.
• The incumbent must demonstrate strong technical/troubleshooting skills, with proven expertise with GTB Cash Management Products, such as ScotiaConnect Online, Digital/OTP Token, EFT, Wire Payments, ACH, IMT, Bulk EMT and interac E-Transfer. A must.
• Bilingual – French or Spanish – A must.
• Sound knowledge of internal systems, such as Edge, GWA/SCO ADMIN, CAMS UMS and Intralink.

What's in it for you?

• • A rewarding career path with diverse opportunities for professional development
• A culture that promotes teamwork and cross-functional collaboration to achieve business goals. Inclusive workplace that values diversity of thought, background, and experience
• A competitive compensation and benefits package
• Opportunity to work with a very enthusiastic team that helps our clients by ensuring the Bank is able to continue to operate to deliver key business services.
• Hybrid working environment allowing for work/life balance

Location(s): Canada : Ontario : Scarborough

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. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.