Credit Risk Help Desk Analyst (Bilingual English/Spanish)

Scotiabank; Toronto; On-site; CAD 100,000 - 125,000; Full time

Job summary

A leading financial institution in Toronto seeks a User Support Specialist to assist users of Credit360 and CreditLens. Key tasks include responding to inquiries, managing ServiceNow tickets, and suggesting process improvements. Candidates should hold an undergraduate degree in business or technology and possess strong organizational and communication skills. This role offers competitive benefits and opportunities for professional growth.

Benefits

Competitive rewards package

Opportunities for professional growth

Internal training programs

Qualifications

• Knowledge of bank lending policies, practices, and procedures.
• Ability to manage multiple priorities effectively.
• Strong problem-solving and analytical abilities.

Responsibilities

• Respond to user inquiries regarding applications and guidance.
• Create and manage ServiceNow tickets.
• Lead or assist in projects for new implementations.

Skills

Customer-focused culture

Proficiency in Spanish

Strong organizational skills

Effective communication

Advanced Excel

Education

Undergraduate degree in business or technology

Tools

ServiceNow

Job description

Requisition ID: 231682

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

This role provides support to GRM and Banking Team users of Credit360 and CreditLens. Responsibilities include responding to inquiries related to system navigation, policies, procedures, and application issues. Key tasks involve intake, triage, and logging of user inquiries for timely resolution.

Key Responsibilities:

• Foster a customer-focused culture to deepen client relationships and leverage bank systems and knowledge.
• Respond to user inquiries regarding the applications, including navigation, functionality, and guidance.
• Redirect issues to Subject Matter Experts as needed.
• Create and manage ServiceNow tickets for queries.
• Escalate issues through proper channels and track resolution status.
• Review updates to Credit360/CreditLens guidance.
• Handle email inquiries and coordinate follow-ups.
• Redirect tickets to Level 2 support teams for resolution.

Projects and Improvements:

• Lead or assist in projects for new implementations or improvements based on user feedback.
• Identify and suggest process improvements within the team and with partners.
• Perform additional tasks as assigned.

Understand the importance of risk culture in daily activities and support a high-performance environment by sharing ideas and focusing on results.

Desired Skills and Qualifications:

• Undergraduate degree in business or technology.
• Knowledge of bank lending policies, practices, and procedures.
• Strong organizational skills and ability to manage multiple priorities.
• Proficiency in Spanish.
• Effective team player with strong communication skills.
• Ability to work efficiently in a fast-paced, deadline-driven environment.
• Advanced Excel and data analysis skills.
• Strong problem-solving and analytical abilities.
• Relationship-building skills and flexibility to adapt to changing priorities.

What We Offer:

• An inclusive, collaborative work environment that values curiosity and ownership.
• Opportunities for professional growth and development.
• Internal training programs.
• A competitive rewards package including salary, bonuses, pension, profit sharing, and comprehensive benefits starting from day one.

Location: Toronto, Ontario, Canada

Scotiabank is committed to diversity and inclusion. If accommodations are needed during the recruitment process, please inform our recruitment team. Apply online to be considered. Only shortlisted candidates will be contacted.