Bilingual Support Officer

Scotiabank; Montreal; On-site; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Diversity & inclusion

Access to online courses

Tangerine benefits

Flexible workspace

Job summary

Scotiabank in Canada is seeking a Servicing - Support Desk associate to assist branches, lawyers/notaries, and Mortgage/Auto Lending operations. You will handle procedural queries, resolve customer and branch issues, and maintain knowledge of processes and systems in a fast-paced, compliant environment.

You will contribute to client relationships, strive for efficient operations, and participate in ongoing learning while supporting over 900 branches and managing high volumes of calls and emails.

Qualifications

• 2+ years of office work experience
• Experience providing product and process support over the phone and/or via email
• Knowledge of mortgage products or related experience
• Bilingual French and English
• Office-based environment experience
• Able to handle deadlines and overtime when required

Responsibilities

• Contributes to Servicing - Support Desk goals in Canada, ensuring initiatives are delivered
• Answer general procedural queries from branches, solicitors, and notaries related to Retail Mortgage and Auto Lending
• Investigate and resolve exception situations and customer/branch complaints
• Maintain knowledge of department functions, processes, and systems
• Take ownership of self-learning and development planning
• Understand risk considerations in day-to-day activities and decisions
• Support a high-performance, inclusive work environment
• Assist over 900 branches and handle 100,000+ calls and 5,000+ emails annually

Skills

Office experience

Microsoft Office

Mortgage knowledge

Bilingual French-English

Attention to detail

Overtime willingness

Education

High school diploma

Tools

Microsoft Office

Job description

Please be advised that our Careers site will be unavailable from November 28 at 12am ET to November 29 12am ET for scheduled system maintenance.

Requisition ID: 271782

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

What you will be doing:

Contributes to the overall success of the Servicing - Support Desk 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.

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

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Answering general procedural queries from branches and solicitors/notaries as they pertain to Retail Mortgage and Auto Lending Operations processes and answering deal specific queries.
• Conducting investigations to resolve exception situations and provide assistance as required with customer/branch complaints.
• Acquiring and maintaining good knowledge of department functions/processes and systems used, including related retail products and services.
• Taking ownership for self-learning and personal development planning.
• 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 in accordance with Scotiabank Values, Code of Conduct and Global Sales Principles.
• Champions a high-performance environment and contributes to an inclusive work environment.
• Provides support for more than 900 branches in the domestic/Canadian branch network.
• Receives over 100,000 support calls per year from branches, lawyers and third parties on servicing-related functions.
• Receives over 5,000 support emails per year from branches on servicing-related functions.

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

• High School diploma and a minimum of 2 years of office work related experience.
• Basic computer skills, including Microsoft Office products.
• Experience providing product and process support over the phone and/or through email.
• Knowledge of the mortgage industry and products, or relevant experience.
• Bilingual French and English
• Work in a standard office-based environment.
• Requires very close attention reviewing/reading material.
• Pressure from meeting deadlines and situations requiring prompt attention.
• Can experience significant fluctuations in work volumes or unexpected events which may require overtime.

What's in it for you?

• You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
• You will have access to thousands of online and in-person courses so you can shape your career growth with support from diverse industry leaders.
• You will get our help to save for your future and to invest in your total well-being through our Tangerine benefits.
• You belong here, and we are equal and uncomplicated. Bring your true self to work, dress codes don’t apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

Location(s): Canada : Quebec : Montreal

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.

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