Requisition ID: 100256Join the Global Community of Scotiabankers to help customers become better off.
PURPOSE
The Retail Lending Officer is responsible for the effective and timely decision of indirect retail loan and DVLP/ CDLSI lease applications, ensuring that a high level of customer service is delivered, and loans approved meet Bank policies and guidelines.
The incumbent is responsible for credit quality objectives, customer satisfaction goals, and operational effectiveness objectives.
ACCOUNTABILITIES
Supervises the adjudication of indirect loans and leases as well as preparing and escalating exception credits up to Team Leads / ACE by:.
reviewing queues on ALS COM to determine application sequence and priority.
ensuring applications are receiving prompt attention and priority applications are processed first.
calling up application screens on ALS COM.
reviewing key information required to make a credit decision.
making approval/decline decisions based on Retail Loan Policy.
referring applications that exceptions to ACE Exception Lenders for the final decision.
reviewing all internal correspondence, reports, etc. promptly and accurately ensuring the message contained is clear to the reader.
managing the relationship between the Retail Lending department and the Operations unit staff to ensure that applications requiring re-approval during Funding are handled in a smooth efficient manner
Identifies potential improvements to Retail Lending processes and policies and provides recommendations to DFC Management and/or ACE.
obtaining continuous feedback from others on barriers to productivity and to providing fast decision turnaround that they are finding related to the above instructions.
documenting these findings and providing a recommendation to the DFC Management to change the process or policy based on positive business benefits with the support of DFC Management, Automotive Finance and Lending Support.
Maintains the customer relationship, ensures good quality customer service, while ensuring the dealer understands the rationale behind declines or requests for more information. The incumbent is the first level of contact for issues/concerns from the dealer on specific loan/lease decisions.
handling calls from dealers to ensure dealer understanding of declines/requests for more data in the following circumstances:
where the call cant be handled by the Customer Service Representative (doing so would impact productivity; comprehension of the rationale for the decision is complex),
the customer relationship is volatile or at risk.
resolving calls to the satisfaction of the customer while adhering to Bank policy and guidelines.
preparing correspondence in a manner that reflects Bank policies and guidelines while conveying a tone that protects the integrity of the customer.
Following specific disciplines relative to the business unit, e.g. legislative / compliance / regulatory requirements;
Ensuring compliance to AML (Anti-Money Laundering) and KYC (Know Your Customer) policy;
Ensuring adherence to Information, Security and Policy Privacy Requirements.
Occupational Health & Safety Officer as assigned
COMPLEXITY OF POSITION
Essential skills/knowledge include:
extensive knowledge of all retail lending indirect products as well as solid knowledge of other retail products that may meet customer needs,
proven ability to make sound credit decisions,
in-depth understanding of all credit policies covered in the Indirect Retail Lending Policy Bulletin and the DVLP Monograph,
solid knowledge of all other commercial deposit and retail products that are provided to customers but not serviced directly at the DFC, but can be referred to other BNS counterparts,
effective communication skills
strength inability to negotiate/mediate between multiple groups with potential for conflicting priorities/sense of urgency,
effective interpersonal and management skills,
strong organization ability,
strong analytical and problem-solving skills,
a sound sense of judgment in the assessment of priorities,
solid working knowledge of the Banks ALS COM Retail Loan/Lease adjudication system,
Desirable skills/knowledge include:
Ability to use personal computer programs; Word & Excel, LotusNotes or Intralink Email and BNS commercial software
WORKING CONDITIONS
The Retail Lending Officer executes his/her duties in a standard office environment.
DFC customers are very demanding of service and attention. Without good quality service and the perception, they are receiving the appropriate amount of attention, the customer would go elsewhere.
Deadlines are always an issue in responding to indirect loan inquiries.
Location(s): Canada : Ontario : Hamilton
As Canada’s International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Banks six guiding sales practice principles to ensure they act with honesty and integrity.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.
