Requisition ID: 273676

Contributes to the overall success of Canadian Commercial Banking, ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives.

Ensures all activities are conducted in compliance with governing regulations, internal policies and procedures.

The Sr. Client Service Associate "Sr CSA" provides the Director and Associate Directors, National Account, Canadian Commercial Banking with support needed to service client requirements and new asks.

This will include coordinating efforts with internal partners and directly reaching out to clients to address various activities such as resolution of escalated client challenges, collection/processing of financial

reporting, diligence for credit needs, satisfaction of funding requirements and onboarding needs. The role is specific to servicing of the National Accounts Segment in Canadian Commercial Banking.

Accountabilities

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Working closely with Director and Associate Directors, National Accounts, the Senior Client Service Associate is responsible for providing the following services to a portfolio of existing and prospective clients:

o Onboarding: Supporting the collection of information directly from clients and from various sources necessary to assess the client's risk profile in order to ensure the Bank meets its regulatory requirements related to KYC, AML, etc. This includes contacting clients, sourcing internal/external sources/web sites, documenting information in Know Your Client documentation in various formats such as the Client Profile Information documents and responding to various internal Compliance groups.

o Client servicing escalations: Help resolve service related matters raised by the client directly to the Director, National Accounts. This responsibility does not replace theservicing provided through the Business Service Center and is typically credit in nature or day to day servicing.

o Credit related tasks:

(a) Contact clients for financial reporting and spread Financial Statements, Projections and Borrowing bases, review results, escalate any signs of deterioration and update appropriate systems;

(b) commence preparation of Credit Presentations;

(c) assist with completion of conditions precedent, diligence and any other requirements necessary to obtain approvals

(d) ensure client files are complete and appropriately documented in various systems such as SDR, e-tracker etc.

(e) general support as necessary in the annual review process and other credit related situations needed to maintain portfolio quality.

o Fulfilment: Coordinating efforts with the client and various internal partners (eg. BSC, EDDU, CRA, GBM) to ensure loan funding and business account openings are fulfilled as per customer expectations.
• Provide status information on the progress of various fulfilment, KYC, AML onboarding and service requests and ensure bottlenecks or delays are promptly escalated with a plan to resolve
• Look for opportunities to make suggestions to continually improve processes and client satisfaction metrics. This may include actioning feedback received directly from clients or through client satisfaction vehicles such as the Pulse
• Champion and support a culture of diversity and other initiatives aligned with the Bank strategy
• 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 his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
• Champions a high performance environment and contributes to an inclusive work environment

Reporting Relationships :

Primary Manager: Associate Director

Dimensions:
• The Sr. Client Service Associate will be responsible for supporting approximately 2-3 Director, National Accounts in the National Accounts segments of Canadian Commercial Banking.
• The clients being serviced are in Canada and generally within the same region although they could have operations across the country as well as in international locations. These clients will be both borrowing

(over $25MM) and non-borrowing. Borrowing Clients typically have complex to sophisticated financial solutions.
• Strong organizational skills are necessary to manage significant data from multiple sources and balance various tasks from client service administration to borrower reporting processing to credit related

support.
• The Sr. Client Service Associate will typically receive requests from the Director, National Account or members of the Credit Execution team but may also at times be requested to support Directors & Group

Lead and Vice Presidents in Canadian Commercial Banking.
• The Sr. Client Service Associate will interact primarily with the following partners: Global Risk Management, the Business Service Center, Enhanced Due Diligence Unit CRA, Syndication Team and

Global Banking and Markets, but could include other partners as well as the Canadian Commercial Banking Executive Office.
• The Sr. Client Service Associate will also interact with external parties such as Solicitors, Accountants, Professional Service Providers and External Bank various Groups including Syndication.
• The Sr. Client Service Associate continually works with clients providing service consistent with Scotia Service Standards, Complaint Resolution Standards and Procedures. The Sr. Client Service Associate

looks for opportunities to promote the sale of bank product and services.
• The environment is fast paced and demanding and will at times require priorities be re-adjusted to accommodate urgent requests.

Education:
• University/College degree with Finance, Accounting or Other Business Specialty background, or equivalent work experience
• Commitment to participate in other training requirements as determined by the Bank from time to time

Skills/Work Experience:
• Strong commitment to excellent client service and ability to work with clients to resolve issues in an amicable and prompt manner
• Strong organizational skills to co-ordinate and prioritize a number of concurrent requests from different Client Relationship Managers
• Strong interpersonal skills to obtain agreements within Canadian Commercial Banking and partners
• Strong written and verbal skills with proven ability to engage stakeholders and clients
• Strong knowledge of Onboarding, Know Your Customer, Anti Money Laundering processes
• Good knowledge of Financial Statements and credit analysis
• Good knowledge of credit structures and applicable risk management
• Good knowledge of fulfilment processes and roles of partners
• Good knowledge of Canadian Commercial Banking partners and their involvement in servicing clients. In particular knowledge of the Business Service Center, Enhanced Due Diligence Team and Cash Management teams is important
• Good knowledge of Canadian Commercial Banking structure
• Thorough knowledge of the applicable software and technology platforms for Canadian Commercial Banking (e.g., Sales Force, Intralink, Teams)
• Good knowledge of the features and benefits of Commercial products and services
• Good knowledge of Microsoft Office applications (in particular Excel)
• A high degree of flexibility to adapt to a wide variety of tasks
• Strong commitment to accuracy, customer focus and results focus

Working Conditions
• Work in a standard office-based environment; non-standard hours are a common occurrence. No trave

Location(s): Canada : Ontario : Toronto