Customer Relations Representative, Retail Lending

Title: Customer Relations Representative, Retail Lending

Requisition ID: 206506

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

Two (2) casual positions based in Hamilton, ON or Anjou, QC

Contributes to the overall success of the Dealer Finance Centre (DFC) by meeting Service Excellence goals for internal and external customers by providing prompt, accurate, and professional resolution to all inquiries while adhering to the Bank security, operational, and compliance procedures and policies.

The objective of the role is to handle a high volume of incoming administrative requests by servicing the intake and creation of custom programs as well as filing documents electronically for retail automotive indirect applications. More specifically, your responsibilities include assisting clients with their concerns, responding to and effectively resolving their issues.

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

1. Handle a high volume of incoming dealer and client requests that are a barrier to the retail lending staff.
2. Follow the Bank’s service standard guidelines during all contacts with dealerships, clients, branches, and other Bank departments.
3. Provide a high level of customer service on all incoming telephone/fax/electronic inquiries from Dealerships.

Champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge by:

1. Delivering the desired client experience by consistently applying the Service Standards during all client interactions.
2. Acquiring and maintaining a detailed knowledge of products and services.
3. Responding to the client’s inquiries fully and effectively resolving clients' concerns on the spot and/or escalating as appropriate.
4. Projecting an image on the phone and at all times by ensuring the customer experience is delivered in a professional and friendly manner.
5. Demonstrating confidence and knowledge by ensuring transactions are thorough and accurate.
6. Demonstrating respect and knowledge in every client interaction.
7. Participating in and supporting change initiatives.
8. Contributing to effective team morale and employee relations through positive interactions with team members.
9. Accepting responsibilities for sundry assignments.

Actively pursue effective and efficient operations of their 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 by:

1. Adhering to custody and security procedures and policies at all times.
2. Maintaining punctuality and adhering to designated break and lunch schedule.
3. Complying with regulatory requirements as part of the service process, including Know Your Customer (KYC), Anti-Money Laundering/Anti-Terrorist Financing (AML/ATF), Privacy, and Occupational Health and Safety (OHS) requirements.
4. Reporting immediately any unusual occurrences or fraudulent activity and escalating issues/deficiencies/trends to your Direct Supervisor and/or Director of Operations, VP and Centre Manager and/or Chief Compliance Officer.
5. Timely escalation of issues/obstacles/trends to your Direct Supervisor to resolve.

Provide Administrative Support and Contribute to DFC growth, profitability, and productivity by:

1. Providing above-average customer service in all contacts.
2. Participating in reviewing/identifying business needs, developing requirements.
3. Responding and actioning Dealer requests for errors or omissions on compensation.

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

1. Accountability for providing a superior customer experience.
2. Sound knowledge of specific discipline relative to the business unit, e.g., documentation rules/guidelines.
3. Sound knowledge of automated systems and software packages relevant to the business: ALSCOM, DealerTrack, RouteOne, and Microsoft Office.
4. Knowledge of the Retail Lending and the relevant loan/lease credit policies, procedures, pricing, and authorities.
5. Ability to focus on detail.
6. Strong organizational and multi-tasking ability.
7. Ability to manage all activities within established time and productivity targets, as set by Automotive Finance & Indirect Lending.
8. Strong knowledge of legislative, governance, or regulatory rules, Anti-Money Laundering/Anti-Terrorist guidelines.
9. Banking/financial/leasing experience highly desirable.

Working Conditions

Work in a standard office-based environment; non-standard operating hours Monday-Saturday. Month-end driven with seasonality, overtime is required during these peak periods.

Operational hours:

Monday - Friday 8:30 am to 9:00 pm
Saturdays 8:30 am to 5:00 pm

Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English & French because they will serve English-speaking clientele.

Location(s): Canada : Ontario : Hamilton

Scotiabank 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 during the recruitment and selection process, please let our Recruitment team know. 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.