Client Service Associate (6-Month Contract)

Requisition ID: 195531
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Please note this is a 6-month contract opportunity

The Client Service Associate (CSA) contributes to the overall success of Retail Small Business Banking 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 Associate (CSA) is a part of a national team that provides the Healthcare & Professional Banking Relationship Managers with support needed to service client requirements and new asks. This includes coordinating efforts with internal partners and directly reaching out to clients to address various activities such as resolution of escalated client challenges, collection/processing of financial reporting, satisfaction of funding requirements, annual reviews and onboarding needs. The role is specific to servicing of Healthcare and Professional Banking in Retail and Small Business Banking Distribution.

Is this role right for you? In this role, you will:

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  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

• Help resolve service related matters raised by the client directly to the Relationship Managers. This responsibility does not replace the servicing provided through the Specialists and is typically credit in nature or day to day servicing.

• Coordinate efforts with the client and various internal partners (i.e. Retail Business Service Centre, Lending Services Small Business, Retail Branch Network) to ensure loan funding and business account openings are fulfilled as per client expectations

• 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

• 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 your 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

• Champion a client focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

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  Related post-secondary education or equivalent work experience

• Commitment to participate in other training requirements as determined by the Bank from time to time

• 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 coordinate and prioritize a number of concurrent requests from different Relationship Managers

• Strong interpersonal skills to obtain agreements within Retail and Small Business Banking and partners

• Strong communication skills (both written and verbal) with proven ability to effectively engage with stakeholders and clients

• Strong knowledge of Onboarding, Know Your Client, Anti Money Laundering processes

• Thorough knowledge of the applicable software and technology platforms for Retail and Small Business Banking (i.e. Sales Builder, Intralink, Lotus Notes)

• Working knowledge of the features and benefits of Healthcare and Professional Banking products and services

• Comfortability using Microsoft Office applications

• A high degree of flexibility to adapt to a wide variety of tasks

• Strong commitment to accuracy and detail, while being client and results focused

Location(s): Canada : Ontario : Toronto
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. 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.