Requisition ID: 201654
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Purpose
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.
The Client Service Specialist (CSS) provides the (Sr.) Client Relationship Managers with support needed to service our customers for new and existing client, requirements. This will include coordinating efforts with internal partners and directly reaching out to clients to address collection/processing of financial reporting, satisfaction of funding requirements, onboarding needs and various activities such as resolution of escalated client challenges. The role is specific to servicing all segments in Commercial Banking Distribution.
This role is the key contact for coordination with RBBO – BSC.
Accountabilities:
Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Working closely with (Sr.) Client Relationship Managers and Credit Analysts, the CSS is responsible for providing the following services to a portfolio of existing and prospective clients:
Onboarding: Support the collection of information directly from clients and from various sources necessary to assess the client’s risk profile in order to ensure the Bank meets its regulatory requirements related to KYC, AML, etc. This includes contacting clients, sourcing internal/external sources/web sites, documenting information in Know Your Client documentation in various formats such as the Client Profile Information documents and responding to various internal Compliance groups. Client servicing: Support /help resolve service-related matters raised by the client directly to the (Sr) Client Relationship Manager. This responsibility does not replace the servicing provided through the Business Service Center and is typically day to day servicing and can also be credit in nature including but not limited to Carve-out/drawdowns/payouts/KYC refreshes/ODP- ODF/TOR etc.
Credit related tasks (a) contact client for financial reporting and other information as required and ensure appropriately documented in systems (e-tracker) (b) general support as necessary in the annual review process. Fulfilment: Coordinating efforts with the client, Credit Analyst, (SR) Relationship Manager and various internal partners (e.g., RBBO -BSC, EDDU, CRA, GBM) to ensure loan funding and business account openings are fulfilled as per customer expectations, using appropriate intake models i.e., e-CTA/e-PSR/nCINO etc. Provide status information on the progress of various fulfilment, KYC, AML onboarding and service requests and ensure bottlenecks or delays are promptly escalated with a plan to resolve.
Look for opportunities to make suggestions to continually improve processes and client satisfaction metrics. This may include actioning feedback received directly from clients or through client satisfaction vehicles such as the Pulse.
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 his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, 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.
Champions a high-performance environment and contributes to an inclusive work environment.
Dimensions:
The CSS will be responsible for supporting (Sr.) Client Relationship Managers in Commercial Banking Distribution. 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 borrowing (mostly under $5MM with some clients up to $25MM) and non-borrowing.
Borrowing Clients typically have standard to moderately complex financial solutions. Strong organizational skills are necessary to manage significant data from multiple sources and balance various tasks from client service administration to borrower reporting processing to credit related support. The CSS will typically receive requests from the (Sr.) Client 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: Business Service Center, Enhanced Due Diligence Unit, CRA and Global Banking and Markets and could have some interaction with Global Risk Management and other partners as well as the Commercial Banking Executive Office. The CSS will also interact with external parties such as Solicitors, Accountants, Professional Service Providers. The CSS continually works with clients providing service consistent with Scotia Service Standards, Complaint Resolution Standards and Procedures. The CSS looks for opportunities to promote the sale of bank product and services. The environment is fast-paced and demanding and will at times require priorities be re-adjusted to accommodate urgent requests. Education:
College/University degree or equivalent work experience. Commitment to participate in other training requirements as determined by the Bank from time to time. Skills/Work Experience:
Strong commitment to excellent client service and ability to work with clients to resolve issues in an amicable and prompt manner. Strong organizational skills to co-ordinate and prioritize a number of concurrent requests from different Relationship Managers. Strong interpersonal skills to obtain agreements within Commercial Banking and partners. Strong written and verbal skills with proven ability to engage stakeholders and clients. Strong knowledge of Onboarding, Know Your Customer, Anti Money Laundering processes. Good knowledge of fulfilment processes and roles of 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 and Cash Management teams are 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 the applicable software and technology platforms for Commercial (e.g., Sales Force, Intralinks, Teams). Working knowledge of the features and benefits of Commercial products and services. Working knowledge of Microsoft Office applications. A high degree of flexibility to adapt to a wide variety of tasks. Strong commitment to accuracy, customer focus and results focus. Working Conditions:
Work in a standard office-based environment; non-standard hours are a common occurrence.
No travel.
