Senior Service Representative, Lending Services

About the role

Scotiabank is hiring a Senior Service Representative for its Lending Services team (Level 4.2) in Santo Domingo, Dominican Republic. The schedule is Monday to Friday, 8:30 am to 5:30 pm, with four hours on Saturday. The role champions a customer-focused culture, prepares and executes security and Business Banking documents, and responds to banking partners' inquiries and complaints.

Key responsibilities

• Prepare and execute security and Business Banking documents in line with Bank policies, supporting new and ongoing lending product maintenance, amendments and service activities, including instructions to lawyers, appraisers and other contacts.
• Maintain up-to-date knowledge of products, processes and policies through internal training and review of news and publications.
• Collaborate with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs and improve services.
• Complete daily, weekly, monthly, quarterly, semi-annual and annual reports within SLA and share knowledge across the business.
• Help investigate corrective actions for the General Ledger system, updating the sources application, spot month-end balances and prior month history.
• Respond promptly to service inquiries, concerns and complaints, resolving day-to-day servicing issues and escalating when needed, with timely data to support decisions.
• Apply the Bank's risk appetite and risk culture to daily activities, and uphold operational, compliance, AML/ATF/sanctions and conduct risk controls.

Required profile

• Post-secondary education and at least 1 year of relevant experience in financial services or a related industry.
• Fluency in English (written and spoken) and organizational skills.
• Working knowledge of commercial and small business lending products, services and procedures.
• Proven customer service skills and flexibility to adapt to changing environments.

Required skills

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