Scotiabank

Manager, Customer Concerns

Scotiabank • $80K — $95K *
Toronto, ON M3C 0E3In-Person
Finance & Insurance
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 5-7 years of experience in customer complaint investigation and resolution.
  • Proven customer advocacy and relationship management skills.
  • Strong complex problem-solving and critical thinking abilities.
  • Effective written and verbal communication skills tailored to various audiences.
  • Proven record of stakeholder collaboration and influence.
  • Demonstrated conflict resolution skills with high emotional intelligence.
  • In-depth knowledge of regulatory compliance and risk awareness.

Responsibilities

  • Demonstrate exceptional communication throughout the customer journey.
  • Analyze complex customer situations and identify root causes.
  • Build partnerships with branches and contact centers for customer-focused solutions.
  • Exercise judgment to determine resolutions and compensation strategies.
  • Engage professionally with upset customers to de-escalate issues.
  • Manage multiple complaints while meeting regulatory requirements and SLAs.
  • Ensure compliance with the internal policies and the complaint-handling process.

Benefits

  • Career development opportunities with professional growth pathways.
  • Commitment to community engagement and customer impact.
  • Competitive rewards including an annual bonus and flexible vacation.
  • Comprehensive benefits effective on the first day of employment.
  • Inclusive culture promoting diversity, equity, and allyship through Employee Resource Groups.
  • Accessibility initiatives to support a diverse workforce.
Full Job Description
Requisition ID: 270719

The Manager, Customer Concerns plays a key role in supporting customers and contributing to the success of the Escalated Customer Concerns Office (Level 2) by managing complex customer complaints. With a strong focus on customer centricity, the Manager demonstrates exceptional verbal and written communication throughout the client journey. Working in an extremely fast-paced, high-volume environment, the role is responsible for delivering fair, timely, and effective resolutions that enhance the customer experience and support retention, while ensuring compliance with all regulatory requirements, internal policies, and procedures. Collaborating with branches, contact centres, and other business partners across the organization, the Manager fosters a customer-focused, performance-driven culture and helps balance customer needs with the Bank's business objectives. Through strong relationship management, sound judgment, effective problem-solving, and clear communication, the Manager contributes to positive customer outcomes and supports the Bank's reputation for service excellence.

Is this role right for you? In this role you will:
  • Demonstrate exceptional written and verbal communication skills, with the ability to provide thorough case documentation and tailor messaging to the audience, including clients, partners, and senior executives
  • Analyze complex situations, identify root causes, and determine appropriate resolutions and recovery actions
  • Build strong partnerships with branches, contact centres, business lines, and support functions to achieve customer-focused solutions, meet SLAs, and support continuous improvement
  • Exercise sound judgment in determining appropriate resolutions, compensation, and escalation strategies
  • Effectively engage with emotional, upset, or challenging customers while maintaining professionalism and empathy
  • Understand complaint-handling regulations, governance requirements, risk management, and applicable policies and procedures
  • Manage multiple complaints of varying complexity while meeting established regulatory requirements, standards, and SLAs, particularly during periods of high volume


Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:
  • Customer complaint investigation and resolution
  • Customer advocacy and relationship management
  • Complex problem-solving and critical thinking
  • Written and verbal communication
  • Stakeholder collaboration and influence
  • Conflict resolution and emotional intelligence
  • Regulatory compliance and risk awareness
  • Sound judgment and decision-making
  • Organization, prioritization, and time management
  • Ownership and accountability
  • Leadership, continuous improvement, and a solution-oriented mindset
  • Ability to work independently and deliver results
  • Knowledge of Bank products and services, Enterprise Complaint Management System (ECMS), Sales Builder, AS400, and Copilot
  • Knowledge of Scotiabank's business operations to support effective complaint management across the Bank
  • Knowledge of the complaint-management process, including situation assessment, problem-solving, and decision-making


What's in it for you?
  • A rewarding career path with diverse opportunities for professional development
  • An organization committed to making a difference in our communities - for you and our customers.
  • A competitive rewards program that includes an annual bonus, flexible vacation, personal and sick days, and comprehensive benefits that start on your first day.
  • Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow, and participate through our various Employee Resource Groups (ERGs), which span diverse gender identities, ethnicities, races, ages, abilities, and veteran statuses.
  • Accessibility and Workplace Accommodations - We value the unique skills and experiences every individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove, and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.


Location(s): Canada : Ontario : Toronto

About Scotiabank

Scotiabankers are committed to helping individuals, companies, and communities to thrive in a changing world. From personal and business banking, brokerage, and insurance, to private wealth, and the most sophisticated commercial, corporate and institutional services, they serve the diverse needs of some 21 million customers in more than 55 countries. Founded in 1832 in Halifax, Nova Scotia, their growth has always been fuelled by the success of their customers and their longevity secured by an unshakable commitment to carefully and expertly managing risk and capital. That focus on doing what's right for customers—short- andlong-term—has made us a global financial services leader. Headquartered in Canada, they are over 86, 000 Scotiabankers strong. Each of us are committed to being the best at understanding their customers' needs and all of us working together to deliver practical advice and relevant solutions that help their customers become financially better off.

Scotiabank Careers

Join Scotiabank, a premier financial institution, and become part of a diverse and inclusive team that’s leading the way in global banking. At Scotiabank, we offer more than just job opportunities; we provide a platform for professional growth and innovation in the financial services industry.

Work You’ll Do

At Scotiabank, we’re not just filling positions; we’re cultivating leaders. Dive into a workplace where diversity training and leadership development shape the path to your future. Our commitment to professional growth is evident in our robust training programs and continuous learning opportunities that foster innovation and strategic thinking.

Explore a World of Opportunities

Whether you’re looking for a full-time position, an internship, or a leadership role, Scotiabank has a spectrum of opportunities to fit your career ambitions. Our team is composed of individuals who bring a wealth of skills and perspectives to our company, driving us forward with their creativity and strategic insights.

Innovative Work Environment

Scotiabank’s culture is one of collaboration and respect, where each team member’s contribution is valued. Engage in meaningful work that challenges you to leverage your skills and push the boundaries of what’s possible in the banking sector. Our innovative projects not only support the growth of the company but also ensure our position as a leader in the industry.

Benefits and Growth

Choosing a career at Scotiabank means opting for a life of growth and opportunity. Our employees enjoy competitive benefits, including comprehensive health coverage, retirement plans, and flexible working conditions, all designed to support your career and personal life. We believe in nurturing our team’s potential by providing them with the tools they need to succeed both professionally and personally.

Join Our Team

Ready to take the next step in your career? Explore the job opportunities at Scotiabank by searching our open positions that match your skills and interests. We are continuously hiring and looking for passionate, curious, and solution-driven team players.

Networking and Professional Development

Stay connected and advance your career through Scotiabank’s extensive networking opportunities. Participate in events that connect you with other professionals and leaders within the industry. Our career resources will help you prepare your resume, ace your interviews, and land the job that best suits your career goals.

Stay Ahead

Keep up to date with the latest in career tips, industry insights, and company news—all from the people who work here at Scotiabank. Personalize your experience by subscribing to job alert emails tailored to your preferences and be the first to know about new openings and exciting developments. Join Scotiabank and be part of a team that values integrity, respect, and accountability. Discover how your career can flourish in an environment committed to your professional development and personal growth.
Learn more about Scotiabank
Size
90,619 employees
Market Cap
$57.5 billion
Industry
Finance & Insurance
5 Year Trend
+7%
NASDAQ
BNS
* Ladders Estimates

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