Job Description

Requisition ID 242923

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

Purpose

The Service Support Officer contributes to the overall success of the Private Banking team by ensuring specific individual goals, plans and initiatives are executed/delivered in support of the team’s objectives. The incumbent delivers exceptional personal service in all activities completed to support the Private Banking team. This includes ensuring all activities are conducted within compliance with governing regulations, internal policies, and procedures.

Accountabilities

< Increase Client Satisfaction and loyalty through Service Excellence by:

• Delivering the desired Client Experience by consistently applying the Service basics during all client/PB team interactions.
• Providing consistently excellent client experiences.
• Demonstrating ‘Our Service Promise’ by being best at the basics: Friendly, Willing to Assist, Efficient and Professional.
• Demonstrating confidence and knowledge by ensuring transactions are thorough and accurate
• Demonstrating respect and knowledge in interactions with the APB/Banker.
• Providing exceptional service and support combined with innovative approaches to resolving Client’s and the Private Banking Team’s service issues while adhering to policy and procedures.
• Providing support to the PB Team with client concerns and complaints. Raise any client complaints to the PB Team that have been brought the Service Support Officers’ attention.

< Contribute to the quality and efficiency of branch operations as well as compliance with regulatory and internal bank guidelines by:

• Adhering to cash, custody and security procedures and Bank policies at all times.
• Adhering to position authorities and bank policies.;
• Accurately processing daily transactions and Service Requests from Salesforce originated by the Private Banking Team and Clients
• Checking/authorizing transactions with approved limits.
• Daily completion of the Accounting Support Package as outlined in the ASP at a glance for Sales Support Officers document.
• Ensuring accurate and timely completion of daily and periodic monitoring activities including Automated Control System, Worklist Management Exceptions, Work Hub, Digital Courier.
• Escalating fraudulent activities, unusual occurrences, issues/deficiencies/trends to your direct supervisor and/or Team Lead and/or AML and/or Branch Compliance Officer (BCO) and/or Chief Compliance Officers and/or applicable Shared Services Department as appropriate.

< Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

< Favoriser un environnement de rendement élevé et contribuer à rendre le milieu de travail inclusive. Adhere to compliance with regulatory activities and guidelines as part of the service process, including Privacy, Occupational Health & Safety (OHS), Anti-Money Laundering (AML), Anti-Terrorist Financing, Financial Consumer Agency of Canada (FCAC), Know Your Customer (KYC), Canadian Deposit Insurance Corporation (CDIC), Mutual Fund Dealer Association (MFDA) rules, regulations, and policies, as well as Scotia Securities Inc. (SSI) guidelines/processes and Guidelines for Business Conduct.

DO YOU HAVE THE SKILLS

• Strong PC and Keyboarding Skills, including Microsoft word and excel.
• Working knowledge of the Bank’s Private Banking, Small Business and Retail Banking products and services,
• High degree of flexibility to adapt to a wide variety of tasks and functions
• Ability to work independently and confidently within the authority and limits assigned
• Sensitivity to client needs and privacy
• Transactions are executed efficiently with a high degree of accuracy, however, always within compliance guidelines established by the Bank.

#SWM

« In addition to French, the successful candidate must also have sufficient knowledge of English, as the work involves interacting and collaborating regularly with groups and individuals based in Toronto, as well as constantly interacting with other people, including clients, who speak English, locally and elsewhere.”

Location(s): Canada : Quebec : Montreal

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.