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Title: Service Officer, Client Service - Montreal, QC
Requisition ID: 223727
Join a purpose-driven, results-oriented team committed to an inclusive and high-performing culture.
Role Title
Service Officer, Client Service - Day to Day (Montreal, QC)
Purpose
Contribute to the success of the Client Service team in Canada by executing specific goals, plans, and initiatives aligned with the team’s business strategies. Ensure all activities comply with regulations, policies, and procedures.
Is this role right for you? In this role you will:
* Foster a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
* Provide excellent customer service by managing ongoing service for new and existing clients in areas such as:
o Payments (certified cheques, wires, bank drafts, foreign currency, etc.)
o Day-to-Day operations (indexing, inquiries, investigations, etc.)
Adhere to established Operating Performance Commitments (OPCs).
* Maintain up-to-date knowledge of products, processes, and policies through training and news review.
* Collaborate with stakeholders to resolve issues, reduce costs, and improve services.
* Respond promptly to inquiries, concerns, and complaints, providing solutions or escalating as needed.
* Understand the Bank’s risk appetite and consider it in daily activities and decisions.
* Ensure effective operations and controls to meet operational, compliance, AML/ATF, and conduct risk obligations.
* Lead a high-performance environment by fostering an inclusive work environment, communicating vision/values, and managing team development.
* Perform other related duties as assigned.
Key Responsibilities
* Operate independently within authorized limits to execute daily operations.
* Review and process high volumes of transactions.
* Ensure customer identification through authentication processes.
* Act as a point of contact for daily service activities, supporting clients and partners.
* Handle inquiries, concerns, or complaints, providing solutions or escalating as needed.
* Support various Business Units including Commercial Banking, Small Business, Corporate, Retail Banking, and others.
* Provide national coverage during operational hours (7 a.m. – 8 p.m. EST), with possible shift variations.
* Participate in efficiency improvements and cross-training initiatives.
Required Skills and Qualifications
* Post-secondary education or at least 1 year of relevant experience in Financial Services.
* Knowledge of Retail, Corporate, and Commercial banking products and procedures.
* Proven customer service skills and adaptability.
* Thorough knowledge of transactional services.
* Effective communication and organizational skills.
* Proficiency in Microsoft Office (Excel, Word, Outlook).
* Ability to communicate in English and French, as per the language needs assessment, to serve English-speaking clients and collaborate with head office teams.
Working Conditions
* Standard office environment; non-standard hours and limited domestic travel may be required.
Location: Montreal, QC, Canada
Scotiabank is committed to an inclusive environment and accessible recruitment process. If accommodations are needed, please inform the Recruitment team. Candidates must apply online; only shortlisted candidates will be contacted.
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