Customer Support Representative Full-time Job

Purpose
Contributes to the overall success of the Canada Collections in Canada 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:

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Accurately process, as per documented procedures, all forms of correspondence, including, but not limited to, emails, fax, regular/returned mail, worklist through workflow, internal courier mail and manual letter preparation.  
• Accurately process, post and maintain daily transactions on accounts to be Written Out of Records (WOR), assignments of Unauthorized Overdrafts to Collection Agency, chargeback of authorized overdraft accounts for both retail and small business, ensuring all applicable systems of record are documented with actions taken.  
• Respond to Customer inquiries when presented through Inbound assigned telephone lines.   
• 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 his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct. 
• Champions high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team. 

Dimensions:

• Process a minimum of 100 pieces of correspondence daily or the equivalent minimum standard in WOR processing/Overdraft Chargeback processing.
• All delinquent Retail and Small Business accounts for Canada supported.
• Direct impact on Customer Experience in the accurate and timely processing of entries/ correspondence.  
• Utilize all Host and Collections systems to accurately document and process assigned administrative tasks.  

 

Education & Experience Requirements:

• Secondary School Diploma or equivalent 
• Administration Experience in Collections an asset
• Back Office Domestic Branch Experience an asset
• Strong organizational skills and demonstrated effective time management 
• Strong communication skills

 

Working Conditions:

• Working Hours: Monday - Friday, 8 am - 4 pm EST

• Location: 2201 Eglinton Avenue East, Scarborough OR 1870 Alta Vista Drive, Ottawa

• Office-based environment including hybrid

• Non-standard hours are a common occurrence.  

• Occasional domestic and international travel

The Bank of Nova Scotia, operating as Scotiabank, is a Canadian multinational banking and financial services company headquartered in Toronto, Ontario. One of Canada's Big Five banks, it is the third-largest Canadian bank by deposits and market capitalization. In 2023, the companys seat in Forbes Global 2000 was 88.