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Title: Senior Client Service Associate - National Accounts - Toronto

Requisition ID: 257187

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

Purpose

Contributes to the overall success of Canadian Commercial banking, ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives. Ensures all activities are conducted in compliance with governing regulations, internal policies and procedures.

Accountabilities

- Champions a customer focused culture to deepen client relationship and leverage broader bank relationships, systems and knowledge.
- Provide the following services to a portfolio of existing and prospective clients: onboarding, client servicing escalations, credit-related tasks, and fulfilment, in coordination with Directors, National Accounts and other internal partners.
- Onboarding: support the collection of information directly from clients and from various sources necessary to assess the client's risk profile to ensure the Bank meets regulatory requirements related to KYC, AML, etc. This includes contacting clients, sourcing sources and documenting information in Know Your Client documentation.
- Client servicing escalations: help resolve service related matters raised by the client, typically credit in nature or day-to-day servicing.
- Credit related tasks: (a) contact clients for financial reporting and spread financial statements, projections and borrowing bases; (b) commence preparation of Credit Presentations; (c) assist with conditions precedent, diligence and other requirements to obtain approvals; (d) ensure client files are complete in systems such as SDR, e-tracker; (e) support annual reviews and other credit related activities.
- Fulfilment: coordinate efforts with the client and internal partners to ensure loan funding and business account openings are fulfilled as per customer expectations.
- Provide status information on the progress of fulfilment, KYC, AML onboarding and service requests and escalate bottlenecks with a plan to resolve.
- Look for opportunities to improve processes and client satisfaction metrics, including feedback from clients and client satisfaction programs.
- Champion and support a culture of diversity and other initiatives aligned with the Bank strategy.




- Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Contribute to effective and efficient operations while ensuring adherence to day-to-day business controls for operational risk, regulatory compliance risk, AML/ATF risk and conduct risk.
- Champion a high-performance environment and contribute to an inclusive work environment.

Reporting Relationships: Director & Group Lead, National Accounts, Canadian Commercial Banking

Dimensions

- The Sr. Client Service Associate supports approximately 2-3 Directors, National Accounts in the National Accounts segment of Canadian Commercial banking.
- Clients serviced are in Canada, generally within the same region, with potential operations across country and international locations. Clients may be borrowing (over $25MM) and non-borrowing; borrowing clients often require complex solutions.
- Strong organizational skills are necessary to manage data from multiple sources and balance tasks from client service administration to borrower reporting processing to credit related support.
- Typically receives requests from Directors, National Accounts or Credit Execution, and may support Directors, Group Lead and Vice Presidents.
- Partners include Global Risk Management, Business Service Center, Enhanced Due Diligence Unit, CRA, Syndication Team, Global Banking and Markets, and other bank groups; interactions may also include external parties.
- Continually works with clients providing service aligned with Scotia Service Standards and Complaint Resolution Standards; opportunities to promote bank products and services.
- Environment is fast paced and demanding with occasional priority shifts.

Education / Experience / Other Information Education

- University/College degree with Finance, Accounting or other Business specialty, or equivalent work experience
- Commitment to participate in other training requirements as determined by the Bank

Experience




- Strong commitment to excellent client service and ability to resolve issues promptly and amicably
- Strong organizational skills to coordinate and prioritize concurrent requests from different Client Relationship Managers
- Strong interpersonal skills to obtain agreements within Canadian Commercial banking and partners
- Strong written and verbal communication with proven ability to engage stakeholders and clients
- Strong knowledge of Onboarding, Know Your Client, Anti Money Laundering processes
- Good knowledge of Financial Statements and credit analysis
- Good knowledge of credit structures and risk management
- Good knowledge of fulfilment processes and roles of partners
- Positive knowledge of Canadian Commercial banking partners and their involvement in servicing clients (Business Service Center, Enhanced Due Diligence Team and Cash Management teams)
- Good knowledge of Canadian Commercial banking structure
- Thorough knowledge of software and technology platforms for Canadian Commercial banking (e.g., Salesforce, Intralink, Teams)
- Good knowledge of Commercial product features and benefits
- Good knowledge of Microsoft Office applications (Excel)
- Flexibility to adapt to a wide variety of tasks
- Strong commitment to accuracy, customer focus and results

Working Conditions

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

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 during the recruitment process, please inform our Recruitment team. 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.

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📌 Senior Client Service Associate - National Accounts - Toronto
🏢 Scotiabank
📍 Toronto