Customer Services Service Officer

About the role

Scotiabank is hiring a Customer Services Service Officer in Santo Domingo, Dominican Republic, to contribute to the success of its Client Service team within Commercial and Business Banking Operations. The officer ensures that individual goals, plans, initiatives and assigned tasks are delivered in line with the team's business strategies, and that all activities comply with governing regulations, internal policies and procedures. The schedule is Monday to Friday, 8:30 am to 5:30 pm, with four hours on Saturday at request.

Key responsibilities

• Champion a customer-focused culture and provide an excellent customer experience by handling payments (certified cheques, wires, bank drafts, foreign currency) and day-to-day requests (indexing, inquiries, investigations) by phone and email, in line with Service Level Agreements.
• Maintain up-to-date knowledge of products, processes and policies, including internal training and relevant publications.
• Respond promptly to service inquiries, concerns and complaints, resolving day-to-day issues and escalating to a supervisor when needed.
• Analyze situations, make sound recommendations and decisions, and escalate when required.
• Provide timely data to support decision-making and consider the Bank's risk appetite and risk culture in daily activities.
• Ensure business controls meet obligations for operational risk, regulatory compliance, AML/ATF and conduct risk, including the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Scotiabank Code of Conduct.
• Support a high-performance environment by attracting, retaining and developing the team, and foster an inclusive workplace.
• Process high volumes of daily transactions, ensure customer identification through authentication, and act as a point of contact for clients and partners.
• Take part in efficiency improvements, pilots and test-and-learn projects, and in cross-training.

Required profile

• Post-secondary education or at least 1 year of relevant experience in financial services or a related industry.
• Working knowledge of retail, corporate and commercial products, services and procedures.
• Proven customer service skills and flexibility to adapt to changing environments.
• Effective written and verbal communication and organizational skills.

Required skills

• Thorough knowledge of the Bank's transactional services.
• Working knowledge of Microsoft Office (Excel, Word and Outlook).

The role is office-based with occasional non-standard hours, limited domestic travel, shift changes and rotations, and possible overtime during volume spikes or system interruptions.