Service Administration Representative- Scotia Plaza,

Requisition

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

As a member of the Branch Service Administration Team and working in close partnership with the Branch sales team, you are responsible for contributing to the overall success of the branch by meeting negotiated Service Excellence Activity goals while adhering to Bank security, operational and compliance procedures and policies. Your negotiated goals include specific objectives around Service Excellence Activities, along with other objectives related to customer service standards, teamwork and personal development.

More specifically, you are responsible for the processing and maintenance of Bank products and services, resolving customers’ service and maintenance related inquiries and directing sales opportunities to the appropriate sales officer. You will contribute to the provision of human, straightforward and knowledgeable service through your daily interactions to foster a relationship of mutual trust and confidence with customers and other team members.

• Increase customer satisfaction and loyalty through service excellence by delivering the desired customer experience and consistently applying the Service Standards during all customer interactions.
• Responding to customer inquiries or resolving customer concerns on the spot and/or escalating as appropriate.
• Projecting a professional image at all times by ensuring counters, work stations and surrounding areas are maintained and organized.
• Demonstrating confidence and knowledge by ensuring transactions are thorough and accurate.
• Demonstrating respect and knowledge in every customer interaction.
• Recognizing/identifying opportunities to promote customer convenience alternatives to Retail and Small Business customers.
• Support the branch as a Safety Deposit Box custodian: maintaining confidentiality of Bank and customer information.
• Acquiring and maintaining a basic knowledge of the Bank's basic products and services together with a good knowledge of the Safety Deposit Box services available, in order to be able to identify and satisfy customer requirements.
• Taking full responsibility for all customer enquiries/concerns/complaints by resolving those matters within your discretion to the customer's satisfaction or by referring the customer to the appropriate source as set out in the Bank's Complaint Resolution Standards and Procedures.
• Efficiently operating the non-standard automated S.D.B. system in accordance with procedures.
• Ensuring an adequate working supply of boxes is available and readily accessible.
• Preparing accounting entries and following up for the collection of safety deposit box rental fees.
• Providing consistent and expert administrative and service to the branch team by thoroughly reviewing various activity/management/exception reports to ensure the input and instructions are in line with what the customer and the sales officer agreed for deposit, investment and lending products.
• Assisting sales officers in closing their sales by preparing documentation packages and performing accurate, complete and timely product set‑ups including retail credit application set‑ups in Term Lending System (TLS) as well as investment product set‑ups in Investment Platform (IP).
• Following up on outstanding documentation/information to ensure that commitments made to customers by sales officers and/or other Branch team members are met.
• Assisting other Branch team members in responding to customer inquiries or resolving customer concerns within agreed to/stated timelines, escalating as appropriate.
• Ensuring customer’s instructions are carried out and KYC requirements are being met in an accurate and timely manner by assisting with maintenance of accounts, accurately balancing, processing and posting of customer’s ABM deposits and inputting Mutual Fund contributions/instructions.
• Contributing to the quality and efficiency of the Branch operations as well as compliance with regulatory and internal bank guidelines to minimize the Bank’s exposure to risk by adhering to cash, custody and security procedures and policies at all times.
• Adherin…