Service Officer, Client Service

Scotiabank; Montreal; On-site; CAD 42,000 - 60,000; Full time

Job summary

Scotiabank in Montreal, QC is seeking a Client Services representative to maintain outstanding customer experiences across Payments and Day-to-Day inquiries. You will handle everyday servicing needs, resolve issues and protect client relationships.

The role requires strong communication, knowledge of retail and corporate banking products, and proficiency with MS Office. You will work in an office setting with bilingual English/French requirements and standard banking hours.

Qualifications

• Post-Secondary Education or a minimum of 1 year of relevant working experience in Financial Services.
• Working knowledge of Retail, Corporate and Commercial products, services and procedures.
• Proven customer service skills, with flexibility to adapt to changing environments.
• Thorough knowledge of the Bank’s transactional services.
• Effective communication (written & spoken) and organizational skills.
• Working knowledge of Microsoft Office (Excel, Word, Outlook).

Responsibilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships.
• Provides an excellent customer experience by taking responsibility for ongoing service for new and existing clients.
• Responds promptly to service inquiries, concerns and complaints from partners/clients with solutions or escalation as needed.
• Analyze situations and present sound recommendations to overcome obstacles and decisions to the supervisor.
• Ensure day-to-day operations adhere to risk, compliance and conduct standards.
• Participate in efficiency improvements and cross-training to broaden skillsets across areas.

Skills

Customer service

Communication skills

Bilingual English/French

Microsoft Office

Education

Post-secondary education

Tools

CRM systems

Job description

Requisition ID: 276337 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:
  • Payments i.e. certified cheques, wires, bank drafts, foreign currency etc.
  • 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 succession and development planning for the team.
• Perform other related duties as assigned.

Other information:

• Operates independently to execute day-to-day operations within authorized limits
• 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 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)

Working Conditions

Work in a standard office-based environment; non-standard hours are a common occurrence.

Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English in addition to French because they will be required to work closely with other groups from head office who operate primarily in English and they will serve and English-speaking clientele.

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.