Service Administration Representative- Scotia Plaza, full-time - Toronto
1 month ago
Job summary
The candidate will join a purpose driven winning team committed to results in an inclusive and high-performing culture.As a member of your Branch Service Administration 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
You are responsible for processing maintaining Bank products services resolving customers service maintenance related inquiries directing sales opportunities to appropriate sales officers providing human knowledgeable service through daily interactions fostering relationship mutual trust confidence customers team members
- Increase customer satisfaction loyalty through service excellence by:delivering desired customer experience consistently applying Service Standards during all customer interactions/responding customers inquiries resolving concerns on spot escalating as appropriate/projecting professional image counters work stations surrounding areas maintained organized/demonstrating confidence knowledge ensuring transactions thorough accurate/respecting knowledge every customer interaction/recognizing identifying opportunities promote customer convenience alternatives Retail Small Business customers/support Safety Deposit Box custodian/maintaining confidentiality Bank customer information/acquiring basic knowledge Banks basic products services good knowledge Safety Deposit Box services available/be able identify satisfy requirements/taking responsibility all enquiries concerns complaints/resolving matter discretion satisfying referring suitable source set out Complaint Resolution Standards Procedures/operating automated S.D.B system accordance procedures/enuring adequate working supply boxes readily accessible/preparing accounting entries following collection safety deposit box rental fees/providing consistent expert administrative service branch team/by thoroughly reviewing various activity management exception reports ensure input instructions line agreed/deposit investment lending products/assisting sales officers closing preparing documentation packages performing accurate complete timely product set-ups retail credit application set-ups Term Lending System TLS investment product set-ups Investment Platform IP/follow up outstanding documentation information ensure commitments made customers sales officers Branch team members met/assisting responding inquiries resolving concerns escalated timelines/adhered cash custody security procedures policies at times/adhered position authorities bank policies/comply regulatory requirements part service process including Know Your Customer KYC Canada Deposit Insurance Corporation CDIC Financial Consumer Agency Canada FCAC Anti-Money Laundering/Anti-Terrorist Financing AML ATF Privacy Occupational Health & Safety OHS SSI guidelines/processes/immediately reporting escalating fraudulent activities unusual occurrences issues deficiencies trends direct supervisor Branch Manager Chief Compliance Officers Shared Services department as appropriate
Job description
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