Service Officer, Cash Management Services - Tahoe

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.
• Provides an excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing clients as it pertains to their day-to-day Banking requests adhering to established performance and productivity standards.
• 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 operations functions within assigned authorities/limits.
• Reviews, assesses, and processes high volumes of standard/non-standard credit, service, and support customer transactions.
• Acts as a dedicated subject matter expert providing timely resolution to clients and business partners on all Commercial and Small Business Banking products, services, tools, systems, procedures, etc.
• 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.

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 and products & services.
• Strong knowledge and experience in the setup, maintenance and execution of onboarding accounts and products & services.
• Fluency in English (written & verbal) and Organizational Skills.
• Effective communication (written & verbal).
• 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.