Service Officer, Lending Services

Scotiabank; Mississauga; On-site; CAD 70,000 - 90,000; Full time

Job summary

Scotiabank in Mississauga is seeking an experienced Lending Services professional to manage commercial/small business lending processes, client relations, and document preparation. The role emphasizes accuracy, regulatory compliance, and cross-functional collaboration.

You will work with various stakeholders to ensure timely handling of credit and service requests, maintain knowledge of products, and support business banking operations within standard hours.

Qualifications

• Post-Secondary Education.
• Minimum of 2 years of relevant working experience (Commercial / Small Business) in Financial Services or related industry.
• Proven customer service skills with adaptability.
• Knowledge of Business Banking credit policies, products, and security & collateral documentation.
• Strong knowledge of onboarding accounts, products & services, and loan/funding.
• Fluency in English (written & verbal) and organizational skills.
• Working knowledge of Microsoft Office (Excel, Word, Outlook).

Responsibilities

• Champions a client-driven culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Preparation and execution of intricate security and Business Banking documents to meet Bank policies and procedures for lending products & services.
• Maintains up-to-date knowledge of Commercial and Small Business products, processes, and policies.
• Acts as active partner, collaborates with stakeholders to resolve issues, remove roadblocks, reduce costs, and improve services.
• Responds promptly to service inquiries, concerns, and complaints from Banking partners, with the ability to resolve servicing issues.
• Understand how Bank’s risk appetite and risk culture should be considered in daily activities.
• Contributes to the Pulse Score by enhancing customer experience.
• Identify efficiency improvements and participate in cross-training across units.

Skills

Customer service

MS Office

English fluency

Education

Post-Secondary Education

Job description

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

Contributes to the overall success of the Lending Services business unit by ensuring specific individual goals, plans, initiatives and assigned tasks are executed/delivered in support of the team’s business strategies and objectives. Ensures all activities conducted with a high degree of accuracy follow governing regulations, internal policies, and procedures.

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

• Champions a client-driven culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Preparation and execution of intricate security and Business Banking documents to meet the requirements stipulated by the Bank’s policies and procedures to support the fulfillment of new and the ongoing maintenance, amendment and service activities of lending products & services (including instructions to lawyers, appraisers, and other contacts as applicable).
• Maintains up-to-date knowledge and understanding of relevant Commercial and Small Business products, processes, and policies, including completing internal training, and reviewing appropriate news items and publications.
• Participates as an active partner, and initiates changes by collaborating 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 Banking partners, with the ability to:
• Resolve 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 daily activities and decisions.
• Contributes to the overall Pulse Score by championing opportunities to enhance the customer experience.
• Actively pursues effective and efficient operations of respective areas, while ensuring the adequacy, adherence to and effectiveness of 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 contributes to an inclusive work environment.
• Perform other related duties as assigned.

Other Information

• Operates independently to execute the fulfillment and maintenance of Commercial and Small Business lending products & services within assigned authorities/limits.
• Reviews, assesses, and processes high volumes of standard/non-standard credit, service, and support customer transactions.
• Processing for deals (size and respective limits will vary subjected to segment and tasks).
• Acts as a dedicated subject matter expert providing timely resolution to clients and business partners on all Commercial and Small Business lending products, services, tools, systems, procedures, etc.
• Recognizes and identifies knowledge gaps and performance concerns and addresses/reports these observations through the appropriate escalation process.
• Taking responsibility for client and partner inquiries, concerns, or complaints and presenting solutions or alternatives
• Business Units supported include and not limited to: Commercial Banking, Small Business, Global Risk Management, Payments & Cash Management, Audit, Trade services, Scotia Leasing, Real Estate Banking, Client Services and Solutions, Cash Management Call Centre, 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.
• Assist in identifying and implementing efficiency-focused improvements to operating procedures and/or systems to meet Bank regulations, operational effectiveness and overall process simplification Participates in cross-training to broaden skillsets across different areas.

Skills

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
• Minimum of 2 years of relevant working experience (Commercial / Small Business) in Financial Services or related industry.
• Proven customer service skills, as well as flexibility to adapt to changing environments.
• Experienced and knowledgeable of Business Banking credit as it applies to the Corporate, Commercial and Small Business Bank’s policies & procedures, products & services, and security & collateral documentation.
• Strong knowledge and experience in the setup and execution of onboarding accounts, products & services, and loan/funding.
• Fluency in English (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.
• Limited travel may be required.
• Can experience significant fluctuations in volumes of work or unexpected events (e.g., system interruptions) which may require overtime.
• Works in a constantly changing environment.
• Role requires shift changes and rotations to accommodate operational requirements, planned vacation relief and unplanned absences.
• Hours of operation are 7:00 a.m. to 8:00 p.m. Monday to Friday - you will be scheduled within these times.

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.

We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.