Requisition ID: 182690

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

Reporting to the Senior Manager, Investigations, and as a member of the Customer Complaints Appeals Office (Formerly the Office of the Ombudsman), the incumbent independently manages generally straightforward and standard risk escalated complaints openly and professionally in a manner that protects and enhances the reputation of the Scotiabank Group while supporting the relationships between the Scotiabank Group and its domestic customers. The incumbent will contribute to the effective management of client complaints by ensuring assigned cases are investigated in a prompt, objective and thorough manner, a balanced decision is taken and the reason for the decision is effectively communicated to the client.

Accountabilities:

• Contribute to the Bank’s internal complaint resolution process by effectively handling straightforward and standard-risk complaints escalated to the CCAO by independently:
  • Investigating all aspects of the complaint thoroughly and efficiently, garnering key information on behalf of both the customer and the Bank to come to a fair and objective solution for all parties concerned
  • Reviewing and evaluating the reviews completed previously by the second level of the complaint resolution process [Escalated Customer Concerns Office, Wealth Management Compliance, Client Response Group (CRG)]
  • Assessing potential financial and reputational risks and facilitating resolutions that prevent further escalation and protect the reputation of the Bank
  • Working with clients and the Bank’s business units in an effort to arrive at a fair and reasonable resolution within established turnaround times
  • Preparing clear and concise written documentation to effectively communicate case resolution to the client.
  • Investigating and handling complaints deemed by CCAO to be outside of the office’s mandate in order to ensure that Regulatory Requirements are met
  • Facilitate ECB file reviews (ADRBO and OBSI) if/when customers choose to escalate to them, including maintaining a good working relationship with all parties while safeguarding the Bank’s reputation

• Exhibit a clear understanding of the business practices and policies/procedures of the Scotiabank Group, with particular emphasis on the retail/small business banking and investment/brokerage areas by:
  • Referring to all applicable internal and external resources for clarification/validation
  • Leveraging technical and/or business line-specific expertise as applicable.
  • Maintaining awareness of updates and/or changes to policies and procedures as part of the normal course of business.

• Foster good working relationships with other units in the Complaint Resolution Process both within the Bank (i.e.: Escalated Customer Concerns Office, Compliance Units of ScotiaMcLeod and ScotiaMcLeod Direct Investing) and outside the Bank (i.e.: The Office of the Ombudsman for Banking Services and Investments; CBA; ADR Chambers Banking Ombudsman, counterparts at other Canadian financial institutions) by:
  • Establishing and maintaining regular contact with counterparts
  • Handling interactions diplomatically and professionally, recognizing CCAO’s role in providing an impartial venue for both clients and the Bank.
    
• Collect all appropriate evidence (including material through interviews) and maintain accurate and comprehensive case files.
• Use individual investigations to identify specific changes to the Bank’s products, policies and procedures as applicable and making specific recommendations to CCAO Leadership for further review.
  

Education and Experience:

• Requires superior oral and written communication skills to deal professionally with customers, other Scotiabankers (including senior business line leaders) and external regulators
• Requires superior judgment to make sound recommendations and negotiate agreements/settlements diplomatically on assigned cases and, in particular, where the issue may be highly contentious;
• Requires a thorough knowledge of the Bank’s business and consumer processes as well as the regulatory environment (PIPEDA, AML, OBSI, ADRBO) and must build solid working relationships with the people who have responsibility for those processes;
• Must have related field experience, educational background and/or strong working knowledge of the investment industry
• Requires strong analytical skills combined with a “common sense” approach to complaint resolution and an innate sense of fairness;
• Must be able to manage and organize multiple and/or complex cases at one time, completing reviews and providing resolutions within established timeframes;
• Requires a thorough understanding of how to balance complex customer requirements with the needs and culture of the Scotiabank Group;
• Requires computer proficiency (working knowledge of Word/Excel) and a demonstrated commitment to customer service.

Location(s): Canada : Ontario : Toronto

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 (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 click here. 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.