Assistant Manager Intake and Investigation Support - 6 Months Contract

Scotiabank; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading bank seeks a customer complaint resolution officer in Toronto, responsible for managing client interactions and complaints efficiently. A candidate should possess strong communication skills and be adept in handling challenging situations while ensuring compliance with regulations. This position offers a varied caseload and opportunities for professional growth within an inclusive environment.

Benefits

Opportunity to work independently

Varied caseload

Qualifications

• Ability to manage high volumes of inquiries.
• Sound judgment in escalation procedures.
• Good understanding of banking practices.

Responsibilities

• Manage escalated complaints including acknowledgment and assessment.
• Collect and maintain accurate case files.
• Conduct initial investigations and manage complaints from review to resolution.

Skills

Effective communication

Patience

Sensitivity

Tools

Word

Excel

Job description

Requisition ID: 225748

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

The incumbent in this role serves as the first point of contact for customer complaints, concerns, or inquiries directed to the CCAO, within the Bank’s complaint resolution process.

Responsibilities include managing client complaints by conducting preliminary assessments, providing overviews to CCAO Leadership, and handling cases independently. The role also involves managing the case management system and supporting ECB investigations, including gathering information and facilitating settlements.

Key Responsibilities:

• Handle escalated complaints effectively, including acknowledgment, assessment, and referral to appropriate departments.
• Communicate with senior executives and manage challenging customer interactions professionally.
• Ensure compliance with regulatory requirements, prepare consent agreements, and maintain accurate case files.
• Contribute to process improvements and maintain relationships with stakeholders across the Bank.
• Conduct initial investigations and manage individual complaints from review to resolution.
• Manage automated tracking and perform administrative duties.
• Act as the main contact for legal inquiries and foster collaborative relationships within and outside the Bank.

Qualifications:

• Effective communication skills and ability to manage high volumes of inquiries.
• Proficiency in Word/Excel and sound judgment in escalation procedures.
• Patience, sensitivity, and a good understanding of banking practices.

What’s in it for you:

• Opportunity to work independently with a varied caseload.
• Role involves setting priorities and managing responsibilities proactively.

Location: Toronto, Ontario, Canada

Scotiabank is committed to diversity and inclusion. Accommodations are available upon request during the recruitment process. Candidates must apply online. Only shortlisted candidates will be contacted.