Requisition ID: 209099
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Client Service Specialist, Commercial Banking Distribution - London, Ontario
Purpose
Contributes to the overall success of the Commercial Bank in Canada, ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives while also ensuring all activities are conducted in compliance with governing regulations, internal policies and procedures.
The Client Service Specialist (CSS) provides the (Sr.) Client Relationship Managers with support needed to service our customers for new and existing client, requirements. This will include coordinating efforts with internal partners and directly reaching out to clients to address collection/processing of financial reporting, satisfaction of funding requirements, onboarding needs and various activities such as resolution of escalated client challenges. The role is specific to servicing all segments in Commercial Banking Distribution. This role is the key contact for coordination with RBBO - BSC.
Accountabilities:
Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Working closely with (Sr.) Client Relationship Managers and Credit Analysts, the CSS is responsible for providing the following services to a portfolio of existing and prospective clients:
Provide status information on the progress of various fulfilment, KYC, AML onboarding and service requests and ensure bottlenecks or delays are promptly escalated with a plan to resolve
Look for opportunities to make suggestions to continually improve processes and client satisfaction metrics. This may include actioning feedback received directly from clients or through client satisfaction vehicles such as the Pulse
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 Guidelines for Business Conduct.
Champions a high-performance environment and contributes to an inclusive work environment.
Dimensions:
Education:
• College/University degree or equivalent work experience
• Commitment to participate in other training requirements as determined by the Bank from time to time
Skills/Work Experience:
• Strong commitment to excellent client service and ability to work with clients to resolve issues in an amicable and prompt manner
• Strong organizational skills to co-ordinate and prioritize a number of concurrent requests from different Relationship Managers
• Strong interpersonal skills to obtain agreements within Commercial Banking and partners
• Strong written and verbal skills with proven ability to engage stakeholders and clients
• Strong knowledge of Onboarding, Know Your Customer, Anti Money Laundering processes
• Good knowledge of fulfilment processes and roles of partners
• Good knowledge of Commercial Banking partners and their involvement in servicing clients. In particular, knowledge of the RBBO - Business Service Center, Enhanced Due Diligence Team and Cash Management teams is important
• Good knowledge of the Commercial Banking Distribution structure as well as role of other groups within Commercial Banking (Roynat, Real Estate, Leasing etc)
• Thorough knowledge of the applicable software and technology platforms for Commercial (e.g., Sales Force, Intralink, Teams)
• Working knowledge of the features and benefits of Commercial products and services
• Working knowledge of Microsoft Office applications
• A high degree of flexibility to adapt to a wide variety of tasks
• Strong commitment to accuracy, customer focus and results focus
Working Conditions
• Work in a standard office-based environment; non-standard hours are a common occurrence. No travel
Location(s): Canada : Ontario : London (ON)
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. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. 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.