Specialist, Client Service - Tahoe

Requisition ID: 264980 

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

Position: Specialist, Client Service - Commercial & Business Banking Operations

Purpose: 

Contributes to the overall success of the Client Service team in Canada ensuring specific individual goals, plans, initiatives 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.  He/she is responsible for supporting the Client Service team as subject matter expert and training support for the day-to-day activities related to Commercial and Corporate Customers account transactions.

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

• Champions a customer focused culture to deepen customer relationships and leverage broader Bank relationships, systems and knowledge.
• Provides excellent and a high-level customer experience by taking responsibility for and ensuring the successful ongoing servicing of transactions as directed by Banking partners and customers.
• Ensuring the team(s) adheres to the established Operating Performance Commitments (OPC), is accountable for takeover and that proper controls are in place for audit purposes.
• Maintains a high degree of relevant, up-to-date knowledge and understanding of appropriate products, processes and policies, including completing internal training to maintain expertise, and reviewing all news items, processes, and related publications.
• Provides timely and meaningful data to partners to ensure that data is easily available, thereby facilitating the decision-making process.
• Assumes responsibility that the preparation and execution of transactional requests are within internal officer authorization limits or according to external customer approvals.
• Reviewing, preparing and signing-off all correspondence relative to customer and partner investigation request in an effective manner and within established service standards.
• Responds promptly and effectively to service inquiries, concerns and complaints from Banking partners, through the ability to:

• • Resolve day to day servicing issues and reduce business and customer impact with the direction of the manager as required, to provide a high-level of service to our customers. 
  • Analyze situations and present sound recommendations and decisions to overcome any obstacles and escalate as required.

• Contributes to the overall Pulse Score by championing opportunities to enhance the customer experience.
• Actively promoting employee’s ongoing development following a planned approach to be recognized as a Centre of Expertise;
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Creates an environment in which his/her team 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.
• Builds 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.

Other information:  

• Works with considerable autonomy in directing responsibilities and determining work priorities.
• Expected to utilize sound judgement in the interpretation of data and instructions within the authorities and limits granted.
• Applies specialized operational or professional knowledge/standards, as well as a breadth of knowledge in related areas to manage own team.
• Operates independently day-to-day within assigned authorities/limits
• Exercises judgement based on precedent and multi-faceted information to resolve increasingly complex business, functional and operational issues; recommends standards and operating methods.
• Business Units supported include, but are not limited to: Commercial Banking, Small Business, Corporate, Global Risk Management, Payments & Cash Management, Audit, Quality Assurance, Trade services, Scotia Leasing, Real Estate Banking, Customer Services and Solutions, Cash Management Call Centre, Symcor, and other units (as applicable).
• Supporting the Manager, Client Service with day-to-day indirect supervision of departmental work
• Provides national coverage between the hours of operations (7 a.m. – 8 p.m. Eastern Standard Time). Shift may vary.
• Participates in the organization and leads team in pilots, and projects/program initiatives, as required.
• Takes ownership of self-development of management skillsets across different areas.

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

• Post-Secondary Education (Business or Accounting Degree preferred) or a minimum of 5 years equivalent work experience in Customer Service.  Minimum 2 years’ experience in Commercial Banking preferred.
• Thorough knowledge of people and performance management techniques, including coaching feedback, motivational techniques and their application in managing others.
• Thorough knowledge of regulatory requirements including OHS, KYC, AML, CDIC, and Privacy legislation.
• Thorough knowledge of the Bank’s interactive systems including BOLDS, BESS, Salesforce, Centre Vu Supervisor, Avaya system, Microsoft Office (Excel, Word, PowerPoint), FFT and TCS.
• Thorough knowledge of the roles and responsibilities of other Bank service and support functions crossing all delivery channels as applicable to Commercial Banking
• Working knowledge of Bank regulations, policies, procedures, expense control and revenue generating requirements.
• Working knowledge of the Bank’s compliance requirements for business banking.
• Strong decision making, problem solving, and relationship management skills.
• Strong Communication (written and verbal) and Organizational skills.

Working Conditions:

• Work in a standard office-based environment; non-standard hours are a common occurrence.  Limited travel domestically or internationally.
• The selected candidate is required to work onsite four (4) days per week; this is a mandatory requirement.
• The team operates between 7:00 AM and 8:00 PM EST (Monday to Friday). Candidates must be flexible to work a late shift (11:30 AM to 8:00 PM) for at least one week each month.

Location(s):  Canada : Ontario : Mississauga 

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.  

At Scotiabank, 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. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our  Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.