Assistant Manager, Ombudsman Office - Toronto, Canada - Scotiabank

Scotiabank

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Requisition ID: 198603

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

As a member of the CCAO, the incumbent serves as the first point of contact for customer complaints, concerns or enquiries directed to the CCAO within the parameters of the Bank's complaint resolution process.

The incumbent contributes to the effective management of client complaints by conducting a preliminary assessment of all complaints and, as necessary, providing CCAO Leadership with an overview of the general nature of the concern and recommending next steps in the case management process.

This includes independently handling cases, as assigned.

The incumbent is also responsible for managing the case management system used for contacts and complaints

Is this role right for you? In this role you will:

Contribute to the Bank's internal complaint resolution process by effectively handling complaints escalated to the CCAO by:

- assessing each inquiry or complaint using judgment and common sense to determine whether a complaint is within the CCAO's mandate and should be handled, considered as out of mandate or referred to another area of the Scotiabank Group;
- assessing incoming complaints for reputational, legal, and media risk and immediately escalating to the Ombudsman as required
- correspond with Senior Executives (up to and including EVPs and the CEO) who are often copied on incoming complaints in order to provide status updates and/or information, as required
- triaging complaints across Scotiabank, Scotia Wealth and Tangerine as necessary, advising customers of the complaint resolution process and referring callers and/or complaints, as required, to the appropriate department within the Scotiabank Group. Answering questions and offering alternatives if a complaint to the CCAO is not appropriate;
- communicating next steps with the customer;
- effectively managing challenging, difficult and contentious customer behaviour during case intake and post case closure
- ensuring Regulatory Requirements relating to the "right to escalate" to an External Complaint Body have been met during the intake process and up to the time that a Consent Agreement has been sent
- accurately preparing the appropriate Consent Agreement for customer signatures (depending on the Case Institution) to ensure the document is legally binding and tracking all complaints in the case management system.

Conduct initial investigations into matters where allegations or information may be unclear by:
determining the need for, and nature of, further inquiries to clarify the complaint;

- exercising sound judgment, tact, initiative and good negotiation skills in pursuing further inquiries and in dealing with customers;
- handling sensitive information with tact and confidentiality;
- providing accurate information to complainants and others as to the role of the CCAO

Manage individual customer complaints, as assigned, by:
reviewing files and consulting with the Bank's business units as required;

- preparing recommendations for CCAO Leadership's review/approval;
- preparing written responses, ensuring clear and concise explanation has been provided;
- maintaining a sound knowledge of the general banking industry and the Bank's Canadian banking business practices and policies/procedures.
- for out of mandate cases, compiling an investigation file and ensuring Regulatory Requirements have been met at the previous escalation point

Maintaining and executing up to date intake processes across a variety of business lines to ensure an efficient and professional complaint escalation process, including maintaining relationships with stakeholders across the Bank
Manage automated tracking by:

- registering all contacts on a case management system;
- conducting database searches to identify relevant material to facilitate the proper analysis of complaints;
- assisting with the maintenance of the information stored on the complaints database;

Attend to the office's general administrative duties.
Foster solid working relationships with others in the complaint resolution process both within the Scotiabank Group and externally.

- act as the main point of contact for the Legal Department's inquiries into complaints handled by the CCAO, including the release of Consent Agreements and file summaries, as required

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

Requires strong communication skills (verbal and written) and strong listening skills;
Requires competency in word processing (Word/Excel) and related computer skills;
Requires the ability to exercise judgment as to when to seek timely advice or escalate a matter that is serious, sensitive or unfamiliar;
Must be able to manage a high volume workload with limited guidance and to effectively prioritize the demands of the position which vary in volume, natu