Senior Client Service Associate, Toronto, ON

Requisition ID: 274257

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

Purpose

The Senior Client Services Associate contributes to the overall success of the Commercial Bank in Canada, ensuring specific individual goals, plans, and 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 Senior Client Services Associate provides the Directors and Associate Directors, Execution, National Accounts, with support needed to service client requirements and new asks. This will include coordinating efforts with internal partners and directly reaching out to clients to address various activities such as collection/processing of financial reporting, due diligence for credit needs, and satisfaction of funding and onboarding requirements. The role is specific to servicing of the National Accounts Segment in Commercial Banking.

Working Conditions:

• Hybrid role: mix of both work from home and required in-office work as required by business needs

• In-office workspace is an Ecosystem (Hoteling) environment

Accountabilities:

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.

• Working closely with Directors and Associate Directors, Execution, National Accounts, the Senior Client Services Associate is responsible for providing the following services to a portfolio of existing and prospective clients:

o Onboarding: Supporting the collection of information directly from clients and from other sources to assess the client's risk profile, to ensure the Bank meets its regulatory requirements related to Know Your Customer ("KYC"), Anti-Money Laundering ("AML"), etc. This includes contacting clients, sourcing internal/external sources/web sites, documenting information in KYC documentation in various formats such as the Client Profile Information documents, and liaising with internal Compliance groups.

o Client Servicing escalations: Provide back-up to help resolve service-related matters raised by the client directly to the Director, National Accounts. This responsibility does not replace the servicing provided through the Business Service Center and is typically credit in nature, or day to day servicing.

o Credit related tasks: (a) Contact clients for financial reporting, input and analyze reporting (including financial statements, financial projections, financial covenant calculations, and borrowing base certificates), escalate any signs of deterioration and update appropriate systems; (b) Generate client risk ratings, using the CreditLens rating models; (c) Contribute to the preparation of Credit Presentations for new and existing clients; (d) Assist with completion of conditions precedent, diligence and any other requirements necessary to obtain approvals; (e) Ensure client files are complete and appropriately documented in various systems, and (f) General support as necessary in the annual review process and other credit related situations needed to maintain portfolio quality.

o Fulfilment: Assisting efforts with the client and various internal partners (eg. BSC, EDDU, CRA, GBM) to ensure loan funding and business account openings are fulfilled as per customer expectations.

• Look for opportunities to enhance client needs by providing Directors, National Accounts with leads for ancillary product cross-sell and other partner opportunities. In addition provide suggestions to continually improve processes which 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.

Other Information:

• The Senior Client Services Associate will be responsible for supporting the Directors, Execution National Accounts in the National Accounts segments of Commercial Banking.

• The clients being serviced are headquartered in central Canada, although they could have operations across Canada and/or in international locations. These clients will be both borrowing and non-borrowing. All National Accounts clients typically have complex to sophisticated financial needs and solutions.

• Strong organizational skills are necessary to manage significant data from multiple sources and balance various tasks from client service administration to borrower reporting processing to credit related support.

• The Senior Client Services Associate will typically receive requests from the Director, Execution, National Account or members of the Credit Execution team but may also at times be requested to support Directors & Group Lead and Vice Presidents in the Commercial Banking group.

• The Senior Client Services Associate will interact primarily with the following partners: Global Risk Management, the Business Service Center, Enhanced Due Diligence Unit CRA, Syndication Team and Global Banking and Markets, but could include other partners as well as the Commercial Banking Executive Office.

• The Senior Client Services Associate will also interact with external parties such as Solicitors, Accountants, Professional Service Providers and External Bank Groups.

• The Senior Client Services Associate continually works with clients providing service consistent with Scotia Service Standards, Complaint Resolution Standards and Procedures. The Senior Client Services Associate looks for opportunities to promote the sale of bank product and services.

• The environment is fast paced and demanding and will at times require priorities be re-adjusted to accommodate urgent requests.

Education / Skills / Experience

Education:

• Post-secondary education (University or College) in Finance, Accounting, or another Business Specialty background

• Commitment to participate in other training requirements as determined by the Bank from time to time

Work Experience:

• 3+ years of work experience in Commercial Banking, or a related field

Skills:

• Intermediate proficiency with Microsoft Office (Word, PP, Excel) and proficiency with Microsoft Teams

• 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 Commercial Bankers

• Strong interpersonal skills

• Strong written and verbal skills, with proven ability to engage stakeholders and clients

• Good knowledge of Onboarding, Know Your Customer, Anti Money Laundering processes

• Working experience working with Financial Statements and Credit Analysis

• Working knowledge of credit structures and applicable risk management

• 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 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)

• Strong knowledge of the features and benefits of Commercial products and services

• A high degree of flexibility to adapt to a wide variety of tasks and remote working conditions

• Strong commitment to accuracy, customer focus and results focus

• Ability to work non-standard hours as needed

Location(s): Canada : Ontario : Toronto

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.