Requisition ID: 225748
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

As a member of the CCAO, the incumbent serves as the first point of contact for customer complaints, concerns or enquiries directed to the CCAO within the parameters of the Bank's complaint resolution process.

The incumbent contributes to the effective management of client complaints by conducting a preliminary assessment of all complaints and, as necessary, providing CCAO Leadership with an overview of the general nature of the concern and recommending next steps in the case management process. This includes independently handling cases, as assigned.

The incumbent is also responsible for managing the case management system used for contacts and complaints.

The incumbent is also responsible for supporting the External Complaints Body (ECB) investigations which include gathering information requested by the ECB, setting up interviews and facilitating any settlements.

Is this role right for you? In this role, you will:

1. Contribute to the Bank's internal complaint resolution process by effectively handling complaints escalated to the CCAO by:
   • Acknowledging all incoming customer complaints, concerns or enquiries (which includes telephone calls, letters, fax or e-mail);
   • Assessing each inquiry or complaint using judgment and common sense to determine whether a complaint is within the CCAO's mandate and should be handled, considered as out of mandate or referred to another area of the Scotiabank Group;
   • Assessing incoming complaints for reputational, legal, and media risk and immediately escalating to the Ombudsman as required
   • Correspond with Senior Executives (up to and including EVPs and the CEO) who are often copied on incoming complaints in order to provide status updates and/or information, as required
   • Triaging complaints across Scotiabank, Scotia Wealth and Tangerine as necessary, advising customers of the complaint resolution process and referring callers and/or complaints, as required, to the appropriate department within the Scotiabank Group. Answering questions and offering alternatives if a complaint to the CCAO is not appropriate;
   • Applying diplomacy, tact, and professionalism in all discussions with clients who contact the CCAO;
   • Communicating next steps with the customer;
   • Effectively managing challenging, difficult and contentious customer behaviour during case intake and post case closure
   • Ensuring Regulatory Requirements relating to the "right to escalate" to an External Complaint Body have been met during the intake process and up to the time that a Consent Agreement has been sent
   • Accurately preparing the appropriate Consent Agreement for customer signatures (depending on the Case Institution) to ensure the document is legally binding and tracking all complaints in the case management system.
   • Facilitate ECB file reviews (OBSI) if/when customers choose to escalate to them, including maintaining a good working relationship with all parties while safeguarding the Bank's reputation
   • Collect all appropriate evidence for ECB files (including material through interviews) and maintain accurate and comprehensive case files.
   • The incumbent will contribute to a high performing team by adhering to our ScotiaBond values and promoting a client centric experience that creates value to our clients.
2. Conduct initial investigations into matters where allegations or information may be unclear by:
   • Determining the need for, and nature of, further inquiries to clarify the complaint;
   • Exercising sound judgment, tact, initiative and good negotiation skills in pursuing further inquiries and in dealing with customers;
   • Handling sensitive information with tact and confidentiality;
   • Providing accurate information to complainants and others as to the role of the CCAO
3. Manage individual customer complaints, as assigned, by:
   • Reviewing files and consulting with the Bank's business units as required;
   • Preparing recommendations for CCAO Leadership's review/approval;
   • Preparing written responses, ensuring clear and concise explanation has been provided;
   • Maintaining a sound knowledge of the general banking industry and the Bank's Canadian banking business practices and policies/procedures.
   • For out-of-mandate cases, compiling an investigation file and ensuring Regulatory Requirements have been met at the previous escalation point
   • Maintaining and executing up to date intake processes across a variety of business lines to ensure an efficient and professional complaint escalation process, including maintaining relationships with stakeholders across the Bank
   • Contribute to the improvements of the Bank's products, policies and procedures by identifying any such improvements and bringing those recommendations to the CCAO leadership team for consideration.
4. Manage automated tracking by:
   • Registering all contacts on a case management system;
   • Conducting database searches to identify relevant material to facilitate the proper analysis of complaints;
   • Assisting with the maintenance of the information stored on the complaints database;
5. Attend to the office's general administrative duties.
6. Foster solid working relationships with others in the complaint resolution process both within the Scotiabank Group and externally.
   • Act as the main point of contact for the Legal Department's inquiries into complaints handled by the CCAO, including the release of Consent Agreements and file summaries, as required

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have

• Ability to manage effectively a wide range of incoming telephone calls, letters, faxes and e-mails from the Bank's customers. Must communicate professionally with customers, other Scotiabankers and other units outside the Bank (i.e.: OBSI);
• Superior oral and written communication skills to deal professionally with customers, other Scotiabankers (including senior business line leaders) and external regulators (FCAC and OBSI);
• Competency in word processing (Word/Excel) and related computer skills;
• Ability to exercise judgment as to when to seek timely advice or escalate a matter that is serious, sensitive or unfamiliar;
• Ability to manage a high volume workload with limited guidance and to effectively prioritize the demands of the position which vary in volume, nature and complexity;
• Ability to respond to customers with patience, sensitivity and composure;
• A sound working knowledge of the Bank's business practices, policies and procedures.

What's in it for you:

• Average # of daily incoming inquiries/complaints to the CCAO depend on volumes and are unpredictable
• Position works independently under management direction. The incumbent is expected to set priorities and perform with initiative, bringing important matters to Leadership's immediate attention, as required.
• Incumbent is assessed on ability to manage assigned caseload effectively within parameters of the CCAO's mandate.
• Caseload volumes are varied with the number of escalations outside of the Department's control

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.