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Customer Support Officer

Full Time
5 days ago
Title:  Customer Support Officer

Requisition ID: 65838
Join the Global Community of Scotiabankers to help customers become better off.
1800, avenue McGill College, Montréal, Québec, Canada H3A 3K9

Purpose of Job
The Customer Support Officer is responsible for contributing to the Business Support Centre's overall success by providing administrative and processing support to the Centre's Customers and related Sales Teams. The Customer Support Officer provides guidance to junior officers assisting them with executing transactions going through the Centre efficiently and accurately. The incumbent places appropriate emphasis on AML and compliance activities providing training to junior / less experienced staff as appropriate. The incumbent continually works with Customers providing service consistent with Scotia Service Standards, Complaint Resolution Standards and Procedures. He / she deals with more complex customer transactions and inquiries as well as looking for opportunities to promote the sale of bank product and services. The incumbent's responsibilities further include providing direction and training to clerical staff on procedural matters.

Major Accountabilities
1. Assist with providing administrative and processing support by:
    • Accurately processing daily transactions originated by customers, management or a B/F system;
    • Checking/authorizing transactions within approved limits;
    • Reviewing/checking/co-coordinating returns and reports as required;
    • Ensuring necessary corrections are made as identified through exception reporting;
    • Maintaining strict adherence to Bank custody and security procedures and reporting any unusual occurrence or fraudulent activity to the supervisor immediately;
    • Assisting with responding to customer operational issues or concerns;
    • Assisting with providing direction and training/cross-training of clerical staff;
    • Assisting with implementing changes to operating procedures and systems in order to increase efficiency and meet Bank regulations;
2. Ensure the delivery of customer service is consistent with Scotia Service Standards by:
  • Developing a working knowledge of commercial products, services and procedures;
  • Providing courteous, responsive and accurate service to customers;
  • Dealing with the more complex client transactions (i.e. Investments, complex foreign exchange)
  • Taking full responsibility for all customer inquiries/concerns/complaints directed to him / her by resolving those matters within their discretion to the customer's satisfaction or by referring the customer to the appropriate source, as set out in the Bank's Complaint Resolution Standards and Procedures;
  • Maintaining confidentiality of Bank and customer information;
  • Reviewing and preparing correspondence relative to customer/external inquiries.
3. Assist with the Centre's growth by:
  • Identifying and referring existing and new business opportunities for the Centre through his/her ongoing customer contact to the appropriate officer;
  • Ensuring that all service charges are applied and collected as appropriate and authorized.

  • Working knowledge of branch regulations, policies, procedures, operations and functions;
  • Working knowledge of Bank's cash management products and services;
  • Thorough knowledge of the Bank's (commercial & retail) deposit, lending and investment products and transactional services;
  • Working knowledge of techniques to generate quality referrals;
  • Thorough knowledge of the Bank's on-line interactive systems including BOLDS connectivity, CAPs, FFT, BCS, TCS, BESS, AS400;
  • Working knowledge of people and performance management techniques.

Location(s):  Canada : Quebec : Anjou 
As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. 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.

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