Requisition ID: 99412Join the Global Community of Scotiabankers to help customers become better off.
Contributes to the overall success of the RSC Servicing Support Desk in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the teams business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.
Accountabilities
Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Provide mortgage support by:
Answering general procedural queries from branches and solicitors/notaries as they pertain to RSC processes
Answering deal specific queries from branches and solicitors/notaries as they pertain to work performed at the RSC
Investigating and resolving problems, escalating and coordinating resolutions within the RSC, other Bank departments, or with customers
Providing assistance as required with customer/branch complaints
Preparing and responding to e-mail correspondence
Maintaining accurate and valuable trending and tracking information
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
Provide customers and business line partners with excellent service levels by:
Effectively managing their workload, staying available and ready to handle inquiries and escalations
Accurately and effectively documenting and controlling all required follow-up or escalation.
Acting as a liaison coordinating with various areas (i.e. branch, third party service providers, etc.) as required to fully satisfy customer issues in a timely fashion
Contributing to optimal efficiency of the department by ensuring productivity goals are attained
Processing requests and exceptions (inquiries, transactions) in a timely and efficient manner
Maintain strict adherence to Bank Guidelines for Business 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 Scotiabanks 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; Guidelines for Business Conduct)
Maintaining the confidentiality of customer information at all times
Participate actively in team activities/initiatives and take responsibility for self-learning and development by:
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 Personal Development Plan, working with their leader in the identification of skills, behaviours, and competencies required to achieve goals
Learning and embracing new procedures, technologies and processes
Understand how the Banks 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 in accordance with Scotiabanks Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
Champions a high-performance environment and contributes to an inclusive work environment.
Required:
High School diploma
Basic Computer Skills, including common software tools (Microsoft Office products)
Minimum of 1-2 years of relevant working experience in the financial industry
Experience providing product and process support over the phone and/or through e-mail.
Knowledge of the mortgage industry and products, or relevant experience
#IN-GO
Location(s): Canada : Ontario : Stratford
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.