Customer Relations Representative, Retail Lending

Customer Relations Representative, Retail Lending

Pay Competitive

Employment type Full-Time

Job Description

• Req#: 206506
• Requisition ID: 206506

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

Customer Relations Representative, Retail Lending - Dealer Finance Centre

One casual position based in Hamilton, ON or Anjou, QC

Contributes to the overall success of the Dealer Finance Centre (DFC) by meeting Service Excellence goals for internal and external customers by providing prompt, accurate and professional resolution to all inquiries while adhering to the Bank security, operational and compliance procedures and policies.

The objective of the role is to handle a high volume of incoming administrative requests by servicing the intake and creation of custom programs as well as filing documents electronically for retail automotive indirect applications. More specifically, your responsibilities include assisting clients with their concerns, responding to and effectively resolving their issues. You are responsible for contributing to the provision of human, straightforward and knowledgeable service through your daily interactions to foster a relationship of mutual trust and confidence with clients and other team members.

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

Perform all Customer Service activities according to established service standards and targets:

• Handle a high volume of incoming dealer and client requests that are a barrier to the retail lending staff.
• Follow the Bank’s service standard guidelines during all contacts with dealerships, clients, branches, and other Bank departments.
• Provide a high level of customer service on all incoming telephone/fax/electronic inquiries from Dealerships.

Champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge by:

• Delivering the desired client experience by consistently applying the Service Standards during all client interactions.
• Acquiring and maintaining a detailed knowledge of products and services.
• Responding to the client’s inquiries fully and effectively resolving clients' concerns on the spot and/or escalating as appropriate.
• Projecting a professional and friendly image in all customer interactions.
• Demonstrating confidence and knowledge by ensuring transactions are thorough and accurate.
• Participating in and supporting change initiatives.
• Contributing to effective team morale and employee relations through positive interactions with team members.
• Accepting responsibilities for sundry assignments.

Actively pursue effective and efficient operations while ensuring adherence to 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:

• Adhering to custody and security procedures and policies at all times.
• Adhering to position authorities and Bank policies.
• Maintaining punctuality and adhering to designated break and lunch schedules.
• Complying with regulatory requirements as part of the service process, including Know Your Customer (KYC), Anti-Money Laundering/Anti-Terrorist Financing (AML/ATF), and Occupational Health and Safety (OHS) requirements.
• Reporting any unusual occurrences or fraudulent activity and escalating issues/deficiencies/trends to your Direct Supervisor and/or Director of Operations.

Provide Administrative Support and Contribute to DFC growth, profitability, and productivity:

• Provide above-average customer service in all contacts.
• Participate in reviewing/identifying business needs, developing requirements.
• Respond and action Dealer requests for errors or omissions on compensation.

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

• Accountability for providing a superior customer experience.
• Sound knowledge of specific discipline relative to the business unit, e.g., documentation rules/guidelines.
• Sound knowledge of automated systems and software packages relevant to the business: ALSCOM, DealerTrack, RouteOne, and Microsoft Office.
• Knowledge of Retail Lending and the relevant loan/lease credit policies, procedures, pricing, and authorities.
• Strong attention to detail.
• Strong organizational and multi-tasking abilities.
• Ability to manage all activities within established time and productivity targets.
• Strong knowledge of legislative, governance or regulatory rules, and Anti-Money Laundering/Anti-Terrorist guidelines.
• Banking/financial/leasing experience is highly desirable.

Working Conditions

Work in a standard office-based environment; non-standard operating hours Monday-Saturday. Month-end driven with seasonality, overtime is required during these peak periods.

Operational hours:

Monday - Friday 8:30 am to 9:00 pm

Saturdays 8:30 am to 5:00 pm

Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to communicate in English & French because they will serve English-speaking clientele.

Location(s): Canada : Ontario : Hamilton

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.

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 during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role.

About the company

The Bank of Nova Scotia, operating as Scotiabank, is a Canadian multinational banking and financial services company headquartered in Toronto, Ontario.