Assistant Manager, Credit Solutions - Montréal, Canada - Scotiabank

Scotiabank

Verified Company

Montréal, Canada

1 week ago

Posted by:

Sophia Lee

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Description

Requisition ID: 167509

Cost Centre:
Credit Cards & Unsecured Lending Operations

Employee Referral Program - Potential Reward: $1,000.00

We are committed to investing in our employees and helping you continue your career at Scotiabank.

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Purpose_**The Assistant Manager, Credit Solutions is responsible for monitoring the daily workflow and call volumes for the department. They are the primary resource for complaint resolution, referring any unresolved issues to their Manager.

The Assistant Manager, Credit Solutions is also responsible for providing training and skill builds to Credit Specialists, including quality control validation to confirm readiness.

_Accountabilities _:

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Underwriting and administration of Retail Credit by:
Delegate daily tasks and workload distribution to Credit Specialists
Escalation and resolution of identified system issues
Coordinate the training and quality control validation of new Credit Specialists
Provide Managers with productivity logs daily
Escalate confirmed fraud identified by the Credit Solutions team to the Fraud Department
Performing enhanced due diligence and adhering to full investigation as per KYC procedures
Validating identity of applicant using current and relevant processes
Develop and maintain banking relationships with customers in a way which ensures that the delivery of customer service fosters overall customer satisfaction consistent with the Scotia Service standards by:
Ensuring the inbound/outbound calling authentication procedure is followed
Providing Credit related and customer focused feedback to Credit Specialists
Complaint resolution (initial escalated calls through Credit Specialists and Bank partners)
Floor presence and support for daytoday Credit Specialist inquiries
Monitoring CMS to reduce wait times and abandon rate
Escalate rush cases for customers.
Acquiring and maintaining a thorough knowledge of all Retail Lending products, policies and procedures necessary to respond appropriately to customer inquiries. The incumbent should also develop and maintain an awareness of competitor's products and services.
Responding to customers immediate service requirements as well as identifying opportunities to explain and promote the sale of other Bank products. Referring crosssell/upsell opportunities to the Contact Centre and/or branch.
Assuming responsibility for all customer enquiries/concerns/complaints directed to him/her by resolving those matters within his/her 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 Procedure's and Privacy Code.
Taking full responsibility for resolving all customer/branch inquiries, and deescalating concerns/complaints.
Perform other duties as assigned.
Provide effective support in the daily operation of the department:
Provide strong leadership to motivate both individual and team performance.
Provide coaching and training to staff to meet standard service goals and individual performance goals.
Assist in the administrative duties of Credit Solutions
Maintain strict adherence to Bank security procedures with respect to assigned authorities and responsibilities. Report any unusual occurrences or fraudulent activity to the Manager.
Ensure effective deployment/utilization of staff to achieve operating requirements and objectives by:
In the absence of the Manager assumes the full range of manager responsibilities with mínimal supervision.
Assisting and providing support to the Manager, Credit Solutions by assisting with the coordination of staff during peak periods to meet operating requirements/service standards.
Assists Manager with team meetings/huddles, hiring, reviewing of product/system proposals.
Conducts second level authorization of VISAS/SSL/RSP, ensuring credit quality is not compromised.
Understand how the Bank's risk appetite and risk culture should be considered in daytoday activities and decisions.
Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of daytoday 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 a highperformance environment and contributes to an inclusive work environment.