Technical Support Analyst I

Requisition ID: 278410

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose

Provide Technical support to Business Banking, Private Banking and Commercial clients for GTB Cash Management products via Inbound Call channel. Contribute to the overall success of the Client Services & Solutions Help Desk by ensuring specific individual goals, plans and initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensure all activities conducted follow governing regulations, internal policies and procedures.

What You'll Do:

• Provide Technical/Customer support for GTB Cash Management products that are supported by the Client Services & Solutions Help Desk by:
• Supporting Commercial and Small Business customers via Inbound Call channel and promptly determining/interpreting the nature of the customer query and providing viable solutions.
• Ensuring adherence to the precepts of first call resolution thereby enabling the customer to meet their internal and/or Bank imposed deadlines.
• Escalating to Management, Enhanced Support Team or Subject Matter Expert for guidance and direction on complex cases to effect pertinent resolutions in a timely manner.
• Delivering a positive customer experience by consistently applying Service Standards during all customer interactions.
• Demonstrating respect and knowledge in every customer interaction.
• Effectively communicating resolution/recovery procedures, including deadlines to all pertinent areas, and following up with those areas on behalf of the customer until the solution has been satisfactorily implemented.
• Liaising with Product Managers, Global Business Payments Sales Representatives, Branch personnel, Systems Development, Operations Processing and/or service bureaux to effect resolution of problems that are within the jurisdiction of these areas.
• Assisting with the mentorship of entry level Customer Technical Support Analysts, and the cross training of less senior Customer Service Analysts.
• Contribute to Department Quality Standards by:
• Ensuring that Daily Telephone Service Factors established as departmental targets are consistently being met.
• Ensuring all incoming hotline calls are properly logged and updated as per department standards.
• Ensuring that there is strict adherence to all documented procedures and guidelines.
• 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 in accordance with Scotiabank’s Values, its Code of Conduct while ensuring 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.

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have

• Strong written and verbal communication skills.
• Ability to build strong relationships with peers and internal partners and work well under pressure.
• Strong technical/troubleshooting skills, with proven expertise with GTB Cash Management Products, such as ScotiaConnect Online, Digital/OTP Token, EFT, Wire Payments, ACH, IMT, Bulk EMT and interac E-Transfer. Mandatory.
• Sound knowledge of internal systems, such as Edge, GWA/SCO ADMIN, CAMS UMS and Intralink.
• Computer Science Degree or Computer Networking Diploma – preferred but not mandatory.
  
  

What’s in it for you?

• A rewarding career path with diverse opportunities for professional development
• A culture that promotes teamwork and cross-functional collaboration to achieve business goals. Inclusive workplace that values diversity of thought, background, and experience
• A competitive compensation and benefits package
• Opportunity to work with a very enthusiastic team that helps our clients by ensuring the Bank is able to continue to operate to deliver key business services.
• Hybrid working environment allowing for work/life balance

Location(s): Canada : Ontario : Scarborough

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, please click here. 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.