Client Service Specialist - Bank

Position: Service Officer, Client Service – Business Banking Operations
Contributes to the overall success of the Client Service team in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.
Champions a customer focused 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 one of two focus areas:
Payments i.e. certified cheques, wires, bank drafts, foreign currency etc.
and thereby adhering to established Operating Performance Commitments (OPCs).
Maintains up-to-date knowledge and understanding of relevant products, processes and policies, including completing internal training, and reviewing appropriate news items and publications.
Responds promptly and effectively to service inquiries, concerns and complaints from partners/clients, with the ability to:
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 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 Scotiabank Code of Conduct.
Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vision/values/business strategy and managing succession and development planning for the team.
Reviews and processes high volumes of daily transactions originated by customers, management or a B/F system
Ensures customer identification is executed through Authentication processes
Acts as a dedicated point of contact for day-to-day service activities and provides service and support to our clients and partners as required.
Responds to client and partner inquiries, concerns, or complaints and presenting solutions or alternatives, escalates to supervisor as required
Business Units supported include, but are not limited to: Commercial Banking, Small Business, Corporate, Retail Banking, Global Risk Management, Payments & Cash Management, Audit, Quality Assurance, Trade services, Scotia Leasing, Real Estate Banking, Client Services and Solutions, Cash Management Call Centre, Symcor, and other units (as applicable).
Provides national coverage between the hours of operation (7 a.m. – Shifts may vary.
Participates in the implementation of efficiency-focused improvements to operating procedures and/or systems in order to meet Bank regulations by participating in pilots and “test & learn” as required.
Participates in cross-training to broaden skillsets across different areas.
Post-Secondary Education or a minimum of 1 years of relevant working experience in Financial Services or related industry.
Working knowledge of Retail, Corporate and Commercial products, services and procedures
Proven customer service skills, as well as flexibility to adapt to changing environments.
Thorough knowledge of the Bank’s transactional services
Working knowledge of Microsoft Office (Excel, Word, and Outlook)
Work in a standard office-based environment; Monday to Friday - you will be scheduled within these times on rotational shift.

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.