Customer Services Service Officer

Schedule

Monday to Friday from 12:00 p. m. a 9:00 p. m.  / 4 hours upon request on Saturday

Purpose

Contributes to the overall success of the Client Service team within Commercial and Business Banking Operations ensuring specific individual goals, plans, initiatives and assigned tasks are executed / delivered in
support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Provides an excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing clients through effective communication by phone and/or email, as it pertains to:
➢ Payments i.e. certified cheques, wires, bank drafts, foreign currency etc.
➢ Day to Day i.e., indexing, inquiries, investigations etc.
and thereby adhering to established Service Level Agreements (SLAs).
• Maintains up-to-date knowledge and understanding of relevant products, processes and policies, including completing internal training, and reviewing appropriate news items and publications.
• Participates as an active partner, and initiates changes by working with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs and improve services.
• Responds promptly and effectively to service inquiries, concerns and complaints from partners/clients,
with the ability to:
➢ Resolve day-to-day servicing issues and reduce business and client impact with managerial direction
as required.
➢ Analyze situations and present sound recommendations and decisions to overcome any obstacles,
and escalating if required.
➢ Facilitate decision making processes by providing timely, meaningful and easily available data.
• 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 Scotiabank Code of Conduct.
• Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment, communicating
vision/values/business strategy and managing succession and development planning for the team.
• Perform other related duties as assigned; job functions and responsibilities are subject to change based
on evolving business requirements.

Dimensions

Operates independently to execute day-to-day &/or payment operations within authorized limits
• Reviews and processes high volumes of daily transactions originated by customers, management or a B/F system
• Ensures customer identification is executed through Authentication processes
• Acts as a dedicated point of contact for day-to-day service activities and provides service and support to our clients and partners via phone and email.
• Responds to client and partner inquiries, concerns, or complaints and presenting solutions or
alternatives, escalates to supervisor as required
• Business Units supported include, but are not limited to: Commercial Banking, Business Banking, Corporate, Retail Banking, Global Risk Management, Payments & Cash Management, Audit, Quality Assurance, Trade services, Scotia Leasing, Real Estate Banking, Client Services and Solutions, Cash Management Call Centre, Symcor, and other units (as applicable).
• Participates in the implementation of efficiency-focused improvements to operating procedures and/or systems in order to meet Bank regulations by participating in pilots and “test & learn” as required.
• Participates in cross-training to broaden skillsets across different areas.

Education / Experience / Other Information

Post-Secondary Education or a minimum of 1 years of relevant working experience in Financial Services or related industry.
• Working knowledge of Retail, Corporate and Commercial products, services and procedures
• Proven customer service skills, as well as flexibility to adapt to changing environments.
• Thorough knowledge of the Bank’s transactional services
• Effective communication (written & verbal) and Organizational Skills
• Working knowledge of Microsoft Office (Excel, Word, and Outlook)

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence.
• Limited travel domestically.
• Role requires shift changes and rotations to accommodate operational requirements, planned vacation relief and unplanned absences
• Can experience significant fluctuations in volumes of work or unexpected events (e.g., system interruptions) which may require overtime.