Requisition ID: 252863

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

Schedule

Monday to Friday from 12:00 PM to 9:00 pm / 4 hours upon request on Saturday

Purpose

Contributes to the overall success of the Customer Service team within Commercial and Business Banking Operations ensuring specific individual goals, plans, initiatives and assigned tasks are executed / delivered in support of the team’s business strategies and objectives. Ensure all activities conducted are in compliance with governing regulations, internal policies and procedures.

Accountability

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Provides excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing clients through effective communication by phone and/or email, as it pertains to:
 Payments i.e. certified cheques, wires, bank drafts, foreign currency etc.
 Day to Day i.e., indexing, inquiries, investigations etc.
and thereby adhering to established Service Level Agreements (SLAs).
• Maintains up-to-date knowledge and understanding of relevant products, processes and policies, including completing internal training, and reviewing appropriate news items and publications.
• Participates as an active partner, and initiates changes by working with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs and improve services.
• 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 their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Responds promptly and effectively to service inquiries, concerns and complaints from partners/clients, with the ability to:
 Resolve day-to-day service issues and reduce business and client impact with managerial direction as required.
 Analyze situations and present sound recommendations and decisions to overcome any obstacles and escalate if required.
 Facilitate decision making processes by providing timely, meaningful and easily available data.
• Champions a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment, communicating vision/values/business strategy and managing succession and development planning for the team.
• Perform other related duties as assigned; job functions and responsibilities are subject to change based on evolving business requirements.

Dimensions

• Operates independently to execute day-to-day &/or payment operations within authorized limits
• Reviews and processes high volumes of daily transactions originated by customers, management or a B/F system
• Ensures customer identification is executed through Authentication processes
• Acts as a dedicated point of contact for day-to-day service activities and provides service and support to our clients and partners via phone and email.
• Responds to client and partner inquiries, concerns, or complaints and presenting solutions or alternatives, escalates to supervisor as required
• Business Units supported include, but are not limited to: Commercial Banking, Business Banking, Corporate, Retail Banking, Global Risk Management, Payments & Cash Management, Audit, Quality Assurance, Trade services, Scotia Leasing, Real Estate Banking, Client Services and Solutions, Cash Management Call Centre, Symcor, and other units (as applicable).
• Participates in the implementation of efficiency-focused improvements to operating procedures and/or systems in order to meet Bank regulations by participating in pilots and “test & learn” as required.
Participates in cross-training to broaden skillsets across different areas.
Education / Experience / Other Information (include only those that are specific to the role)
• Post-Secondary Education or a minimum of 1 years of relevant working experience in Financial Services or related industry.
• Working knowledge of Retail, Corporate and Commercial products, services and procedures
• Proven customer service skills, as well as flexibility to adapt to changing environments.
• Thorough knowledge of the Bank’s transactional services
• Effective communication (written & verbal) and Organizational Skills
• Working knowledge of Microsoft Office (Excel, Word, and Outlook)

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence.
• Limited travel domestically.
• Role requires shift changes and rotations to accommodate operational requirements, planned vacation relief and unplanned absences
• Can experience significant fluctuations in volumes of work or unexpected events (e.g., system interruptions) which may require overtime.

#DRGBS

Location(s): Dominican Republic : Santo Domingo : Santo Domingo East

Business Address: zona franca las americas

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.