Service Officer, Client Service

Scotiabank; Mississauga; On-site; CAD 42,000 - 62,000; Full time

Job summary

Scotiabank in Mississauga, Ontario, is seeking a Service Officer in Client Service to contribute to customer-focused operations and supports a broad range of banking services. You will handle inquiries, process transactions, and maintain service excellence for both new and existing clients.

The role requires knowledge of retail, commercial, and corporate products, plus strong communication and organizational skills.

Qualifications

• Post-secondary education or 1 year of relevant working experience in Financial Services or related industry.
• Working knowledge of Retail, Corporate and Commercial products, services and procedures.
• Proven customer service skills, as well as flexibility to adapt to changing environments.
• Thorough knowledge of the Bank’s transactional services.
• Effective communication (written & verbal) and Organizational Skills.
• Working knowledge of Microsoft Office (Excel, Word, and Outlook)

Responsibilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Provides an excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing clients as it pertains to one of two focus areas.
• Day to Day tasks such as indexing, inquiries, investigations, etc., adhering to Operating Performance Commitments (OPCs).
• Maintains up-to-date knowledge of products, processes and policies and completes internal training.
• Participates with stakeholders to resolve issues, remove roadblocks, and improve services.
• Responds to service inquiries, concerns and complaints with timely, effective solutions and escalation when required.
• Facilitates decision making by providing timely data and reports.
• Performs day-to-day business controls to meet regulatory and risk requirements.
• Participates in cross-training to broaden skillsets across different areas.

Skills

Customer service

Communication

Education

Post-secondary education or 1 year experience in Financial Services

Tools

MS Office

Job description

Select how often (in days) to receive an alert:

Select how often (in days) to receive an alert:

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.

Title: ServiceOfficer,Client Service

Requisition ID: 270208

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

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.

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.
• Provides an excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing clients as it pertains to one of two focus areas:
• Day to Day i.e., indexing, inquiries, investigations etc. and thereby adhering to established Operating Performance Commitments (OPCs).
• Maintains up-to-date knowledge and understanding of relevant products, processes and policies, including completing internal training, and reviewing appropriate news items and publications.
• Participates as an active partner, and initiates changes by working with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs and improve services.
• Responds promptly and effectively to service inquiries, concerns and complaints from partners/clients, with the ability to:
• Resolve day-to-day servicing issues and reduce business and client impact with managerial direction as required.
• Analyze situations and present sound recommendations and decisions to overcome any obstacles, and escalating if required.
• Facilitate decision making processes by providing timely, meaningful and easily available data.
• 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 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.
• Champions 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
• Perform other related duties as assigned.

Dimensions

• Reviews and processes high volumes of daily transactions originated by customers, management or a B/F system
• Ensures customer identification is executed through Authentication processes
• Acts as a dedicated point of contact for day-to-day service activities and provides service and support to our clients and partners as required.
• Responds to client and partner inquiries, concerns, or complaints and presenting solutions or alternatives, escalates to supervisor as required
• Business Units supported include, but are not limited to: Commercial Banking, Small Business, Corporate, Retail Banking, Global Risk Management, Payments & Cash Management, Audit, Quality Assurance, Trade services, Scotia Leasing, Real Estate Banking, Client Services and Solutions, Cash Management Call Centre, Symcor, and other units (as applicable).
• Provides national coverage between the hours of operation (7:30 a.m. - 8 p.m. Eastern Standard Time). Shifts may vary.
• Participates in the implementation of efficiency-focused improvements to operating procedures and/or systems in order to meet Bank regulations by participating in pilots and “test & learn” as required.
• Participates in cross-training to broaden 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 or a minimum of 1 years of relevant working experience in Financial Services or related industry.
• Working knowledge of Retail, Corporate and Commercial products, services and procedures
• Proven customer service skills, as well as flexibility to adapt to changing environments.
• Thorough knowledge of the Bank’s transactional services
• Effective communication (written & verbal) and Organizational Skills
• Working knowledge of Microsoft Office (Excel, Word, and Outlook)

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.