Toronto Employment Platform

Funding Officer

Requisition ID: 101296  Cost Centre: RETAIL SERVICE CENTRE – STRATFORD Employee Referral Program – Potential Reward:  We are committed to investing in our employees and helping you continue your career at Scotiabank. 


The Funding Officer is responsible for contributing to the overall success of the RSC (Retail Service Centre) by meeting objectives in the areas of Customer, Financial, Operations (efficiency and effectiveness) and People. The incumbent is responsible for the accurate and effective handling of mortgage exceptions and for responding to incoming telephone or e-mail inquiries from branches and solicitors/notaries in a timely manner with accurate information. In addition, the Funding Officer provides customer service in a manner consistent with our Core Values.


1. Provide mortgage processing support by:

•    Discovering needs, providing knowledgeable, accurate information and solutions and following through on commitments
•    Conducting investigations to resolve exception situations, completing complex adjustments or correction transactions
•    Answering general procedural queries from branches and solicitors/notaries as they pertain to Funding processes
•    Providing mortgage application specific assistance to branches and solicitors/notaries as it relates to strating the mortgage application through to the funding of the mortgage
•    Identifying policy/process non-compliance situations and taking the necessary steps to correct and/or escalate as required
•    Responding independently to correspondence and telephone inquiries by ensuring that action is taken to fully address inquiries
•    Maintaining accurate and valuable trending and tracking information, when required
•    Providing guidance and training of other team members
•    Assisting with the implementation of required changes (e.g. policy, process, systems etc.)
•    Performing related sundry duties as assigned, including providing coverage on a variety of jobs within a unit as determined by the day to day operational requirements



2. Provide customers and business line partners with excellent service levels by:

•    Contributing to optimal efficiency of the department by ensuring productivity goals are attained
•    Processing customer requests (inquiries, transactions, case work) in a timely and efficient manner
•    Investigating and resolving issues/customer complaints raised by branches, solicitors/notaries, clients/partners, or other financial institutions
•    Escalating branch concerns and coordinating resolutions with Funding Specialists and/or unit leadership
•    Providing guidance, product knowledge and policy information to branch staff
•    Ensuring a high level of professionalism is maintained during all interactions when dealing with branch staff, solicitors/notaries, other bank departments and other financial institutions
•    Following up with branches on outstanding, unresolved issues or policy non-compliance situations
•    Notifying branches, solicitors/notaries or other Bank departments as appropriate when processing delays occur



3. Maintain strict adherence to Bank Code of Conduct and security procedures with respect to assigned authorities and responsibilities; reporting any unusual occurrences or fraudulent activity to a supervisor promptly. 

•    Minimizing risk and losses by knowing and adhering to Scotiabank’s policy, procedures and key controls
•    Adhering to all company/department policies, procedures and audit requirements
•    Adhering to established Bank regulations and procedures within assigned authority and responsibility
•    Maintaining all keys, combinations and passwords assigned to custody in accordance with Bank regulations
•    Reporting any unusual occurrences or fraudulent activity to the supervisor immediately
•    Completing all required training (e. g. Anti Money Laundering; Code of Conduct)
•    Maintaining the confidentiality of customer information at all times



4. Participate actively in team activities/initiatives and take responsibility for self learning and  development by:

•    Learning and embracing new procedures, technologies, and processes
•    Demonstrating leadership with peers and customers, setting high standards for customer service and professionalism
•    Participating in and supporting change initiatives
•    Contributing to effective team morale and employee relations through positive interaction with team members and participating in the Applause program
•    Taking ownership of his/her Development Plan, working with their leader in the identification of skills, behaviours, and competencies required to achieve goals


Skills and Requirements:


•    High School diploma 
•    Basic Computer Skills, including common software tools (Microsoft Office products)
•    Minumum of 2 years of relevant working experience 
•    Experience providing product and process support over the phone and/or through e-mail.
•    Knowledge of the mortgage industry and products, or relevant experience

Location(s):  Canada : Ontario : Stratford 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.

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