Requisition ID: 226923
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Client Service Specialist, Canadian Commercial Banking - Burlington, Ontario

Purpose

The Client Service Specialist (CSS) provides Relationship Managers with support needed to seamlessly service and support new and existing clients with their end-to-end banking service needs.

Acting as the primary point of contact for our clients, the CSS is responsible for coordinating efforts with internal partners and directly reaching out to clients to accurately collect all key information required for Onboarding and end to end servicing clients with their ongoing day-to-day banking needs. The role is specific to servicing all segments in Commercial Banking Distribution. This role is the key contact for coordination with RBBO.

Duties include a variety of service activities such as resolution of client inquiries and challenges and educating customers on our processes and setting/managing expectations around time involved. The CSS is responsible for delivering quality customer experience while adhering to our SLAs and escalating as required when outside of the SLAs.

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.

Accountabilities:

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

• Resolution of client inquiries educating customers on our processes and setting/managing expectations around time involved.

• Delivering quality customer experiences while adhering to our SLAs and escalating as required when outside of the SLAs.

• Ensuring every client experience is consistent with Scotiabank's service standards and customer concerns are resolved quickly and efficiently, escalating to the Team Lead, Service.

• Championing a customer focused culture to build and deepen relationships with clients and internal partners and leverage broader Bank relationships, systems, and knowledge.

• Supporting the accurate and timely collection of information directly from clients and from various sources necessary to assess the client's risk profile to ensure the Bank meets its regulatory and compliance requirements.

• Coordinating with various departments to ensure that client accounts are activated promptly and correctly and offering continuous support to clients during the initial stages of and ongoing account usage.

• Educating clients on the banking channels that support their business and the tools available for their D2D banking needs (e.g. cheques, debit cards, branch role etc.) Addressing any issues or questions they may have and ensure they are fully comfortable with the banking services provided.

• 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 their 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.

Reporting Relationships: Primary Manager: Team Lead, Service
Dimensions:

• The clients being serviced are in Canada and generally within the same region although they could have operations across the country as well as in international locations. These clients will be both Core and Growth clients. Clients will be borrowing (mostly under $5MM with some clients up to $25MM) and non-borrowing. Borrowing Clients typically have standard to moderately complex financial solutions.
• In addition to service requests directly from clients, they will typically receive requests from Relationship Managers but may also at times be requested to support Directors and Vice Presidents in the Commercial Banking group.
• The CSS will interact primarily with the following partners: Retail Business Banking Operations, Enhanced Due Diligence Unit, CRA, Payments & Cash Management and Global Banking and Markets and other partners as well as the Commercial Banking Executive Office.
• Must actively pursue 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 around operational risk, regulatory and compliance risk, AML/ATF risk and conduct risk. Additionally, all activities must be completed 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.

Education / Experience / Other Information:

Education:

• College/University degree or equivalent work experience

Skills/Work Experience:

• 1 to 3 years equivalent work experience in Financial Services (Commercial / Small Business) or related industry
• Strong commitment to excellent client service and ability to work with clients and internal partners to address and resolve issues in an amicable and prompt manner
• Strong commitment to accuracy, customer focus and results focus
• Strong organizational and time management skills to balance/co-ordinate and prioritize a high volume of concurrent service requests from Clients, Relationship Managers and business partners
• Strong interpersonal skills to influence and obtain agreements with clients and within Commercial Banking and 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, BAT, and Cash Management GTB or CMCC 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 client service standards as it applies to Commercial Banking's policies & procedures, business accounts, products & services, and collateral documentation.
• Thorough knowledge of the applicable software and technology platforms for Commercial (e.g., Sales Force, Intralink)
• Working knowledge of the features and benefits of Commercial products and services
• Strong written and verbal skills with proven ability to engage stakeholders and clients
• Strong knowledge of Onboarding, Know Your Customer, Anti Money Laundering processes
• Strong knowledge of Scotia Service Standards and Complaint Resolution Standards and Procedures.
• Working knowledge of Microsoft Office applications e.g., MS Outlook, MS Teams
• A high degree of flexibility to adapt to a wide variety of tasks

Working Conditions:

• Work in a standard office-based environment; non-standard hours are a common occurrence

Location(s): Canada : Ontario : Burlington || Canada : Ontario : Hamilton
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.