Requisition ID: 198129

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

Purpose
Contributes to the overall success of the ScotiaHelps Care Team in ScotiaHelps ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Accountabilities 

• Rehabilitate or minimize losses from a customer using all available methods including negotiation for payment and, if appropriate, Customer Assistance Tool.

• Treat each customer fairly and appropriately while seeking the best solution for the customer and for the Bank, carefully considering the customer’s current and future financial situation and total bank relationship, bank policies and authority levels and limits.

• Administer Mortgage Property Insurance Claims, Disaster Relief solutions, Estate files, Branch lines, lien/legal notifications, CFI/WOR inquires.

• Ability to effectively address Estate Representatives, branch and/or client inquiries, concerns, or complaints and to provide a timely and accurate resolution to the full satisfaction of all parties involved. Effective de-escalation techniques should be utilized, otherwise regular Escalation Process should be followed.

• 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 their respective areas in accordance with Scotiabank’s 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

Dimensions

• Maintain assigned workload within established Service Level Agreements in addition to managing Inbound phone lines and account queues cleared.

• Excellent oral and written communication skills with customers and internal partners via email and phone.

• English is required, French will be considered as an asset.

• Decision accounts and make sound recommendations while adhering to assigned Authority Limits and utilizing STRATA where applicable.

• Actively participate and contribute to coaching sessions, tactile base and team meetings.

• Foster a culture of open and honest performance-based communication.

Education / Experience / Other Information (include only those that are specific to the role)

• Minimum High School Diploma  

• Prior work experience in a customer-facing role such as Contact Centre, Collections, Branch, or product management, is an asset.

• Strong verbal and written communication skills. English is required and French is an asset.

• Experience with Microsoft operating systems, including Word, Excel, Outlook, and the Internet.

• Sound knowledge of the Bank's retail products, services, collection policy, procedures, and bank systems.

• Familiarity with predictive dialer and collections systems is an asset.

Working Conditions

• Work in a standard office-based environment.

• Working Hours : Shift will be 37.5 hours per week in between Monday to Friday from 8:00 AM - 6:00 PM EST.

• Location: 888 Birchmount Road, Scarborough OR 1870 Alta Vista Drive, Ottawa

• Start date: ASAP

Location(s):  Canada : Ontario : Toronto || Canada : Ontario : Ottawa 

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.