Service Officer, Client Service - Montreal, QC

Job summary

The Service Officer is responsible for providing excellent customer service by managing client inquiries, investigations, and transactional processing for payments and day-to-day banking needs. They must ensure all activities comply with internal policies, regulatory requirements, and operational risk frameworks while supporting team business objectives.

Job details

Requisition ID: 268944 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Contributes to the overall success of the Client Service team in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. Is this role right for you? In this role, you will: Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. Provides an excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing clients as it pertains to one of two focus areas: 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 Operating Performance Commitments (OPCs). 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. Responds promptly and effectively to service inquiries, concerns and complaints from partners/clients, with the ability to: Resolve day-to-day servicing 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 escalating if required. Facilitate decision making processes by providing timely, meaningful and easily available data. 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 Scotiabank Code of Conduct. 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. Other information: Operates independently to execute day-to-day 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 as required. 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, Small Business, 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). Provides national coverage between the hours of operation (7 a.m. – 8 p.m. Eastern Standard Time). Shifts may vary. 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. Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have: 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. Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English in addition to French because they will be required to work closely with other groups from head office who operate primarily in English and they will serve and English-speaking clientele. Location(s): Canada : Quebec : Montreal 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.

What you’ll do

The Service Officer is responsible for providing excellent customer service by managing client inquiries, investigations, and transactional processing for payments and day-to-day banking needs. They must ensure all activities comply with internal policies, regulatory requirements, and operational risk frameworks while supporting team business objectives.

Requirements

Candidates must have post-secondary education or at least one year of relevant experience in the financial services industry. Proficiency in Microsoft Office and strong communication skills are required, along with the ability to work in both English and French.

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Regulatory Compliance · Preferred
• Data analysis · Preferred
• Microsoft Excel · Preferred
• Communication · Preferred
• Microsoft Office · Preferred
• Microsoft Word · Preferred
• Stakeholder Management · Preferred
• Microsoft Outlook · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Financial services
• Communication
• Organizational skills
• Microsoft Office
• Excel
• Word
• Outlook
• Problem solving
• Data analysis
• Operational risk management
• Regulatory compliance
• AML/ATF knowledge
• Transaction processing
• Stakeholder management
• Workplace Inclusivity
• Organizational Skills
• Private Banking
• Effective Communication
• Master Planning
• Needs Assessment
• Global Risk Management
• Microsoft Excel
• American Sign Language (ASL)
• Auditing
• Authentications
• Bank Regulations
• Commercial Banking
• Management
• Capital Markets
• Cash Management
• Decision Making
• Customer Service
• Client Services
• Regulatory Compliance
• Retail Banking
• Document Formatting
• English Language
• Financial Services
• French Language
• Investment Banking
• Microsoft Outlook
• Operational Risk
• Operational Risk Management
• Operations
• Wealth Management
• Quality Assurance
• Real Estate
• Risk Appetite
• Risk Management Framework

Job areas

• Finance & Accounting
• Customer Service & Support
• Administrative
• Client Service Officer
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives