Requisition ID: 225106
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The SRO, Agency Management is responsible for providing specialized customer service and administrative support as it relates to the coordination of workload and work-flow, production activities, report processing, and system maintenance ensuring its adherence to Bank security and operational procedures and policies relating to all Retail and Small Business Collection Agency matters. Working in close partnership with the branches and internal business partners the SRO, Agency Management provides expert advice and solutions that help business partners achieve their goals while keeping alignment with the Bank's Strategy.

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

Customer Fulfilment / Experience - Provide the best-in-class customer experience when dealing with business partners, customers, or team members by:

• Taking full responsibility for all inquiries/concerns/complaints received and providing accurate solution within assigned timeframes and in adherence to Bank policy and procedure;

• Providing prompt, courteous and knowledgeable responses to inquiries received;

• Maintaining the confidentiality of customer information at all times; and

• Recommending how can we provide a simpler and more compelling service to our customers and/or encouraging the staff to challenge the status quo and recommend new and better ways to serve our customers.

Drive Operational Efficiencies & Effectiveness – Ensure the assigned accounting activities are duly completed by:

• Verifying the accurate processing, posting and verification of the daily accounting transactions while ensuring Service Level Agreements are met;

• Ensuring completion deadlines for each process are as per operating procedure guidelines;

• Advising the immediate Department Manager of any problem situations observed and provide recommendations;

• Understanding the branch services, processes, operations and systems (PEGA, MS Office Suite, AS400, LAN and others) to ensure required transactions are duly processed as per Bank policies, procedures, service standards, and workflows; and

• Reviewing key indicators report on a regular basis and advise of any trend to the unit's business leader.

Compliance & Risk Management - Contribute to the efficiency of the business units operations and
overall profitability of the Bank, by:

• Ensuring corrective action is taken/ recommended/ escalated as appropriate;

• Maintaining strict adherence to Bank and Customer Transaction Support security procedures;

• Ensuring all customer files, and passwords under custody are maintained in accordance with Bank regulations;

• Adhering to the Banks' Position and Signing Authorities; and

• Ensuring that exception items and/or conditions are escalated to management, especially as it relates to unusual occurrences or fraudulent activity.

Enhanced Leadership Capabilities - Contribute to the effective functioning of the team by:

• Assisting with the training of new team members (Delegating, checking and reviewing work preparation) or the monitoring of cross-training initiatives within the department.

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

• Minimum of 3 years of experience in Collections, Litigation or Bankruptcy.

• Two year college degree in Accounting, Finance, Business, Management or Undergraduate Degree in Accounting

• Fluent in French is an asset.

• Ability to deal effectively with Branch/Customer inquiries, concerns or complaints and provide prompt and accurate resolution to the complete satisfaction of all parties involved the Customer, the Bank, and Reconciliation department.

• Sound knowledge of:

  • The Bank's retail credit and risk policies, as well as loan documentation, and audit discipline.

  • Internal systems and applications that support the Unit's processes (Preferred)

• Thorough knowledge of:

  • The Bank's Regulatory and Compliance requirements as they relate to collection processes, including Privacy, Anti-Money Laundering (AML)/Anti-Terrorist Financing; and Know your Customer (KYC) requirements.

• Good understanding of the Bank's collection culture.

Some more information you might need to know:

• Working hours: 37.5 hours per week, between Monday - Friday 8am - 4pm.

• Location: 2201 Eglinton Avenue East, Scarborough OR 1870 Alta Vista Drive, Ottawa

• Office-based environment including hybrid

Location(s): Canada : Ontario : Ottawa || Canada : Ontario : Scarborough || 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.