Business Controls Officer

Scotiabank; Bogotá; Presencial; COP 42.000.000 - 60.000.000; Jornada completa

Descripción de la vacante

ScotiaGBS in Bogota seeks a Customer Service and Controls Officer to support the Canadian Banking unit with Retail Lending, Small Business, and Day-to-Day operations. You will perform daily reviews, ensure regulatory and policy compliance, and document deficiencies for escalation.

The role requires strong communication, problem solving, and teamwork, with English or English/French language skills. It offers a structured, secure work environment and interaction with multiple bank partners.

Formación

• High School diploma and at least 2 years of relevant work experience.
• Intermediate computer skills including common software tools.
• Previous customer service experience is preferable.
• Fluent English or English and French language skills.

Responsabilidades

• Provide administrative and processing support across Retail Lending, Day-to-Day, IPAAR, General Ledger Management Exceptions, and Small Business cases via the BCAT tool.
• Conduct daily oversight to ensure regulatory compliance, risk management, and conduct standards are followed.
• Assist and train team members, resolve non-compliance issues, and escalate as needed to management.
• Maintain security procedures and ensure accurate documentation and timely responses to internal bank partners.

Conocimientos

Customer service

Communication

Multitasking

Problem solving

Teamwork

Educación

High School diploma

CSR experience

Herramientas

PowerBI

Intralink Systems

PEGA BCAT

Descripción del empleo

Thanks for your interest in ScotiaGBS, the best campus in Bogota.

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

Purpose

Contributes to the overall success of the GBS Business Controls team, ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are incompliance with governing regulations, internal policies and procedures.

Accountabilities

• Champions a client-driven culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Provides administrative and processing support by: Daily review and completion of assigned tasks for accuracy and completeness and documenting of any errors to be returned/escalated to Branch partners on Retail Lending, Day-to-Day, Investment Platform Account Activity Report (IPAAR), General Ledger Management Exceptions, and Small Business cases via the Business Controls Automated Tool (BCAT). Provides daily regulatory oversight and reporting to Branch Management Teams ensuring adherence to the effectiveness of Operational Risk, Know Your Customer, Regulatory Compliance Risk, Anti Money Laundering/Anti-Terrorist funding risk and Conduct risk for Day-to-Day, Investments, Retail Lending Compliance and Small Business and documenting any deficiencies for escalation to Branch Management and Manager, Business Controls Completing all assigned tasks with a high level of accuracy and attention to detail to ensure defect trending statistics are accurate requiring minimal support. Demonstrates thorough knowledge of branch policy, process and regulatory relating to Retail Lending, Small Business, and Day-to-Day Operations, including the identification and resolution of non-compliance issues. Conducting thorough investigations to resolve exception situations, ensuring all issues are addressed promptly and accurately. When necessary, escalating to management for further review and resolution. Preparing and responding to case correspondence with internal Bank partners, as required, ensuring all communications are clear, accurate, and comply with organizational standards. Providing guidance, support and training to other team members. Ensure strict adherence to Bank security procedures, including assigned authorities and Limits. Performing related sundry duties as assigned, including providing coverage on a variety of jobs within a unit as determined by the day-to-day operational requirements. Completing remediation activities for branch-initiated transactions, in alignment with bank policy and process, including but not limited to outbound client calls (capturing Express Consent), completion and correction of client documents, updating information within bank applications, and uploading corrected documents to bank repositories.
• Ensures customer service is consistent with GO Perform values by: Participating in regular and on-going collaboration with the Canadian Business Controls team. Timely completion of all assigned queues and defects adhering to KPI measurements, and compliance with SLA timelines 24-to-48-hour Operational Performance Commitment timelines Proactively identifying issues/deficiencies/trends and reporting to the Manager, Business Controls. Identifying potential processing efficiencies, automation opportunities or system enhancements. Maintaining the confidentiality of customer information Provide optimal client servicing through potential interactions to create a relationship of mutual trust and confidence with customers and employees. Ensuring Quality Control benchmark is met.
• Maintain strict adherence to established operating and security procedures by: Adhering to established Bank regulations and procedures within assigned authority and responsibility Maintain all keys, combinations and passwords assigned to custody in accordance with Bank regulations. Reporting any unusual occurrences or fraudulent activities to the Manager Completing all required training (e.g. Anti Money Laundering, Guidelines for Business Conduct, Privacy) 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 in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Champions a high-performance environment and contributes to an inclusive work environment.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

Dimensions

• Supports the Canadian Branch network with a daily next day, independent review of Canadian Banking branch processed activities, including accounts, investments, transactions, and change reports.

Countries/Regions

• Dominican Republic

Business Units Supported

• Retail Distribution – (Branch staff, District Vice Presidents, District Regional Bankers and Regional Senior Vice President)
• Quality Assurance
• Internal Controls Canadian Banking
• Audit
• All Canadian business lines supporting retail and small business network.
• Canadian branch banking – regions, districts, branches

Financial Dimensions

• Ensure the following Retail Operations Targets are met:
  • SLA: >97%
  • Productivity: >110%
• Supporting Retail Operations to achieve its Revenue target of $ >50MM tied to processes supporting revenue generating activities (direct or indirect)

Number of Projects and examples of projects

• The Business Controls Officer will support several daily projects and on-going initiatives. These include, but are not limited to, the following:
  • Project Zero
  • Project Expressway
  • Express Consent Remediation

Systems

• PowerBI
• Intralink Systems
• PEGA BCAT

Education / Experience

• High School diploma and a minimum of 2 years of relevant working experience. (CSR experience fits)
• Intermediate computer skills, including common software tools (Microsoft Office products)
• Previous Customer Service (In person or telephone) experience (Recommended
• Language Skills: Fluent English language skill OR English and French language skill
• Possess strong communication and problem-solving skills.
• Be able to handle multiple tasks and work under pressure.

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically.
• Attention to details when reviewing/reading material.
• Pressure from meeting deadlines and situations requiring prompt attention.
• Can experience significant fluctuations in volumes of work or unexpected events (e.g. system interruptions) which may require overtime.

Location(s): Colombia : Bogota : Bogota

Scotia GBS is a Scotiabank Group company located in Bogota, Colombia created to support different processes of the Bank and the development and execution of its global services strategy in 15 countries in the Americas. It is composed of 7 service units. We offer an inclusive, positive work environment, and competitive benefits.

At ScotiaGBS, 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.

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