Description

 

 

 

Requisition ID: 246615

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

 

As a member of your Branch Service Administration Team and working in close partnership with the Branch sales team, you are responsible for contributing to the overall success of the branch by meeting negotiated Service Excellence Activity goals while adhering to Bank security, operational and compliance procedures and policies. Your negotiated goals include specific objectives around Service Excellence Activities, along with other objectives related to customer service standards, teamwork and personal development. More specifically, you are responsible for the processing and maintenance of Bank products and services, resolving customers’ service and maintenance related inquiries and directing sales opportunities to the appropriate sales officer. You are responsible for contributing to the provision of human, straightforward and knowledgeable service through your daily interactions to foster a relationship of mutual trust and confidence with customers and other team members.

Major Accountabilities:

  1. Increase customer satisfaction and loyalty through service excellence by:
  • Delivering the desired customer experience by consistently applying the Service Standards during all customer interactions;
  • Responding to customer inquiries or resolving customer concerns on the spot and/or escalating as appropriate;
  • Projecting a professional image at all times by ensuring counters, work stations and surrounding areas are maintained and organized;
  • Demonstrating confidence and knowledge by ensuring transactions are thorough and accurate;
  • Demonstrating respect and knowledge in every customer interaction.
  • Recognizing/identifying opportunities to promote customer convenience alternatives to Retail and Small Business customers;
  1. Support the branch as a Safety Deposit Box custodian:
  • maintaining confidentiality of Bank and customer information.
  • acquiring and maintaining a basic knowledge of the Bank’s basic products and services together with a good knowledge of the Safety Deposit Box services available, in order to be able to identify and satisfy customer requirements;
  • taking full responsibility for all customer enquiries/concerns/complaints by resolving those matter within his/her discretion to the customers’ satisfaction or by referring the customer to the appropriate source, as set out in the Bank’s Complaint Resolution Standards and Procedures;
  • efficiently operating the non-standard automated S.D.B. system in accordance with procedures;
  • ensuring an adequate working supply of boxes is available and readily accessible;
  • preparing accounting entries and following up for the collection of safety deposit box rental fees;
  1. Provide consistent and expert administrative and service to the branch team by:
  • Thoroughly reviewing various activity/management/exception reports to ensure the input and instructions are in line with what the customer and the sales officer agreed for deposit, investment and lending products;
  • Assisting sales officers in closing their sales by preparing documentation packages and performing accurate, complete and timely product set-ups including retail credit application set-ups in Term Lending System (TLS) as well as investment product set-ups in Investment Platform (IP);
  • Following up on outstanding documentation/information to ensure that commitments made to customers by sales officers and/or other Branch team members are met;
  • Assisting other Branch team members in responding to customer inquiries or resolving customer concerns within agreed to/stated timelines, escalating as appropriate;
  • Ensuring customer’s instructions are carried out and KYC requirements are being met in an accurate and timely manner by assisting with maintenance of accounts, accurately balancing, processing and posting of customer’s ABM deposits and inputting Mutual Fund contributions/instructions.
  1. Contribute to the quality and efficiency of the Branch operations as well as compliance with regulatory and internal bank guidelines to minimize the Bank’s exposure to risk by:
  • Adhering to cash, custody and security procedures and policies at all times;
  • Adhering to position authorities and bank policies;
  • Complying with regulatory requirements as part of the service process, including Know Your Customer (KYC) , Canada Deposit Insurance Corporation (CDIC), Financial Consumer Agency of Canada (FCAC), Anti-Money Laundering/Anti- Terrorist Financing (AML/ATF), Privacy and Occupational Health & Safety (OHS) requirements, processes and guidelines as well as SSI guidelines/processes;
  • Immediately reporting/escalating fraudulent activities, unusual occurrences, issues/deficiencies/trends to your direct supervisor and/or the Branch Manager, Chief Compliance Officers and/or applicable Shared Services department as appropriate.

 

 

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.