Support Officer, Support Desk - Montreal/ Ottawa/ Tahoe/ Stratford Requisition ID: 250156 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **Position: Support Officer, Support Desk / Servicing / Retail Banking and Business Operations / Global Operations** **Purpose:** Contributes to the overall success of the Servicing - Support Desk in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. **Is this role right for you? In this role, you will:** + Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. + Answering general procedural queries from branches and solicitors/notaries as they pertain to Retail Mortgage and Auto Lending Operations processes and answering deal specific queries from branches and solicitors/notaries as they pertain to work performed in Retail Mortgage and Auto Lending Operations. + Conducting investigations to resolve exception situations and provide assistance as required with customer/branch complaints. + Acquiring and maintaining good knowledge of other department functions/processes and a thorough knowledge of the systems used, including a working knowledge of related retail products and services. • Taking ownership for self-learning and personal development planning, working with their leader in the identification of skills, behaviors, and competencies required to achieve goals. + 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 their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk. + Champions a high-performance environment and contributes to an inclusive work environment. **Other information:** + Provides support for more than 900 branches in the domestic / Canadian branch network + Receives over 100,000 support calls per year from branches, lawyers and third parties on Servicing related functions. + Receives over 5,000 support e-mails per year from branches on Servicing related functions **Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:** + High School diploma and a minimum of 2 years of office work related experience + Basic Computer Skills, including common software tools (Microsoft Office products) + Experience providing product and process support over the phone and / or through email + Knowledge of the mortgage industry and products, or relevant experience **Working Conditions** + Work in a standard office-based environment + Requires very close attention reviewing/reading material + Pressure from meeting deadlines and situations requiring prompt attention + Can experience significant fluctuations in volumes of work or unexpected events (e.g. system problems) which may require overtime 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 || Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Ontario : Stratford 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, pleaseclick here (https://www.scotiabank.com/careers/en/careers/technical-support-for-applicants.html) . 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.