Job Description

Requisition ID: 204000Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.PurposeContributes to the overall success of the Commercial Bank in Canada, ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team\'s business strategies and objectives while also ensuring all activities are conducted in compliance with governing regulations, internal policies and procedures.The Client Service Associate, PCM provides the Director & Group Lead, PCM with support needed to meet cash management fulfillment requirements for new clients, and ongoing service client requirements. This will include coordinating with internal partners and directly reaching out to clients to address product fulfillment needs and includes various activities such as resolution of escalated client challenges. The role is focused on servicing the National Accounts Segment and complex customer accounts in Commercial Banking Distribution.Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Working closely with the Senior Manager, PCM the CSA-PCM is responsible for providing the following services to a portfolio of existing and prospective clients.

• Fulfillment: Coordinating efforts with the client and various internal partners, including the BSC and GBP, to ensure cash management and related services and products are fulfilled as per customer expectations by providing consistent accuracy on information and instructions provided to Customer Sales Support and the BSC.

• Client servicing escalations: Help resolve service-related matters raised by the client directly to the Senior Manager, PCM. This responsibility does not replace the servicing provided through the Business Service Center and is typically related to day-to-day servicing.

• Treasury Reviews: Prepare and consolidate the required information collected from various sources to enable the completion of thorough treasury reviews on an annual basis. Performing gap analysis, identify inefficiencies, explore ways to streamline services and review pricing. Ensuring fees, pricing and deemed risk limit changes are correctly processed and systems as applicable are appropriately updated.

• Provide status information on the progress of various fulfilment, onboarding and service requests and ensure bottlenecks or delays are promptly escalated with a plan to resolve.

• Look for opportunities to make suggestions to continually improve processes and client satisfaction metrics. This may include responding to feedback received directly from clients or through client satisfaction vehicles such as the Pulse.

• 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 a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vision/values/business strategy and managing succession and development planning for the team.

Reports to the Director and Group Lead- Payments & Cash Management.Dimensions

• The CSA-PCM will be responsible for supporting the Group Lead, Payments & Cash Management and approximately 2 to 8 Senior Managers, PCM.

• The clients being serviced are in Canada and generally within the same region although they could have operations across the country as well as in international locations. These clients will be both borrowing and non-borrowing. Clients typically have moderate to complex financial solution requirements.

• Strong organizational skills are necessary to manage significant data from multiple sources and balance various tasks related to fulfillment and client service administration.

• The CSA-PCM will typically receive requests from the Sr. Manager, PCM but may also at times be requested to support Director & Group Lead in the Commercial Banking group. Further, the CSA-PCM may work directly with Relationship Managers in Commercial Distribution with respect to Payments and Cash Management products, as required.

• The CSA-PCM will interact primarily with the following partners: the Business Service Center and Global Business Payments but could include other partners as well as the Commercial Banking Executive Office.

• The CSA-PCM continually works with clients providing service consistent with Scotia Service Standards, Complaint Resolution Standards and Procedures. The CSA-PCM looks for opportunities to promote the sale of PCM products and services.

• The environment is fast paced and demanding and will at times require priorities be re-adjusted to accommodate urgent requests.

Education / Experience / Other Information (include only those that are specific to the role)Education:

• College degree, equivalent work experience or operational experience.
• Commitment to participate in other training requirements as determined by the Bank from time to time.

Skills/Work Experience:

• Strong commitment to excellent client service and ability to work with clients to resolve issues in an amicable and prompt manner.
• Strong organizational skills to co-ordinate and prioritize a number of concurrent requests.
• Strong interpersonal skills to obtain agreements within Commercial Banking and partners.
• Strong written and verbal skills with proven ability to engage stakeholders and clients.
• Good knowledge of fulfilment processes and roles of partners.
• Good knowledge of Commercial Banking partners and their involvement in servicing clients. In particular knowledge of the Business Service Center and Global Business Payments fulfillment is important.
• Good knowledge of the Commercial Banking Distribution structure as well as role of other groups within Commercial Banking (Roynat, Real Estate, Leasing etc.).
• Thorough knowledge of the applicable software and technology platforms for Commercial (e.g., Sales Force, Intralinks, Outlook).
• Working knowledge of the features and benefits of Commercial products and services specific to payments and cash management.
• Working knowledge of Microsoft Office applications.
• A high degree of flexibility to adapt to a wide variety of tasks.
• Strong commitment to accuracy, customer focus and results focus.

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence. No travel.

** Open to applicants in Calgary/Edmonton/Regina/Saskatoon and Winnipeg locations.Location(s): Canada : Alberta : Calgary || Canada : Alberta : Edmonton || Canada : Manitoba : Winnipeg || Canada : Saskatchewan : SaskatoonScotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please . Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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