Estates Officer **_Position:_** **_Estates_** **_Officer,_** **_Estates_** **_Centre_** **_of Ex_** **_pertise_** **_Level 4.1_** **_Purpose_** Contributes to the overall success of theEstates Centre of Expertiseteam in the GBS-DR ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies, and procedures. As a member of the Estates Centre of Expertise GBS DR team and working in close partnership with the Domestic Branches, internal partners and various external vendors regulatory/legal bodies in Canada (e.g.: Canada Revenue Agency, Provincial courts offices, solicitors, etc.), the Estates Officer provides specialized services in a performance-oriented team focused support on how best serve our customers within a centralized Centre of Expertise environment. **_Accountabilities_** + Championsa customerfocused culture todeepen client relationshipsandleveragebroader Bankrelationships,systems,and knowledge. **Customer Fulfilment / Experience** **:** **Provide a best –in -class customer** **experience when** **dealing with customers, business partners, and team members by:** + Review all incoming documentation and correction requests to ensure information is correct and is actioned within bank policy and government legislation. + Prioritize incomplete requests and investigate thoroughly to avoid potential losses and negative impact to our customers and the bankas a result ofincorrect filing of tax documents with Canada Revenue Agency/Revenue Quebec. + Alwaysmaintainconfidentiality of customer information; and + Recommending howcan weprovide a simpler and more compelling service to our customers and/or encouraging the staff to challenge the status quo and recommend new and better ways to serve our customers. **Drive Operational Efficiencies & Effectiveness** **:** **Ensure the assigned accounting activities are duly completed by** **:** + Prepare estate worksheets, withdrawal forms and reinstatement instructions for tax adjustments, ensuring calculations areaccurateand confirm that system values reflect the amountsrelativeto date of death for estate settlement and that the instructions are properly completed for processing. + Respond to telephone and correspondence inquiries received from internal/external sources. + Prepare theappropriate letters/communicationsreferencing the applicable government legislation and bank policiestoresolve or escalate the query. + Advisingthe immediate supervisor or Department Assistant Manager of any problem situationsobservedandproviderecommendations. **Compliance & Risk Management** **:** **Contribute to the efficiency of the business** **units’** **operations and overall profitability of the Bank, by:** + Verify all estate and tax payouts and ensure correct reporting of such are within established regulationsdictateby the various Government Taxation Authorities. + Ensuring corrective action is taken/ recommended/ escalated asappropriate. + Maintaining strict adherence to Bank and Customer Transaction Support securityprocedures. + Adhering to the Banks’ Position and Signing Authorities; and + Ensuring that exception items and/or conditions are escalated to management, especially as it relates to unusual occurrences or fraudulent activity. + Notify managementimmediatelywhen unique system problems/errors areencounteredto ensureappropriate actionis taken (e.g.,Problem logs, in-depth investigations, system scans, etc.). This critical procedure must be escalatedimmediatelytoguarantee customer satisfaction and the integrity of our systems. **Enhanced Leadership Capabilities/Team Membership - Contribute to the effective functioning of the team by:** + Escalating unusual items to the Manager/Assistant Manager, withappropriate recommendationswhererequired. + Assistingwith the training of new team members (Delegating,checkingand reviewing work preparation) or the monitoring of cross-training initiatives within thedepartment. + Activelyparticipatingand contributing to coaching sessions, touch-basesand teammeetings. + As the subject matter expert (SME), activelyparticipatingin consultations with partners for technology enhancements and takes initiative inidentifyingprocess enhancements that drive increased efficiencies within the unit. + Acquiringandmaintaininga good knowledge of an assigneddepartmentfunctions,processesand operatingprocedures. + Fostering aperformance-orientedculture of open and honestcommunication. + Developing and executing a meaningful employee development plan; and + Encouraging the generation ofnew ideasand approaches. •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 oftheirrespective areasin accordance withScotiabank’s Values, its Code ofConduct,and the Global Sales Principles, while ensuring the adequacy, 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 ahigh-performanceenvironment andcontributes toan inclusive work environment. •Perform other related duties as assigned. **_Education/Experience_** + High School diploma and a minimum of 2 years of relevant working experience + Knowledge of Registered Product policies, mutual fund products, redemptions/corrections, Government/Canada Revenue Agency, Quebec regulations relative to all tax-sheltered products an asset + Ability to deal effectively with complaints, referring to a manager/supervisor where necessary, to ensure resolution is obtained to the complete satisfaction of all parties involved, the Customer, the Bank, and Customer Transaction Support department. + Ability to deal effectively with Branch/customer complaints, referring to a Manager/Supervisor where necessary, to ensure resolution is obtained to the complete satisfaction of all parties involved, the Customer, the Bank, and Reconciliation department. + Knowledge of RPM, FundServ, CGI, Intralink, AS400 Image, Amendable Web, FFT, Investment Platform, PEGA GOFS an asset + Demonstrated flexibility in a constantly changing environment (procedural and automated), being versatile and able to provide cover on several posts at different times and at different levels on any given day concurrently, as determined by the rate of absenteeism due to vacations or illness, etc. + Good time management skills to effectively manage workload which is subject to unplanned spikes in volumes + Strong interpersonal skills + Ability to work under pressure due to high volumes that must be processed efficiently within the established service target levels and deadlines imposed by Government authorities. + Working knowledge of Web-based applications (Windows/MS Office Suite) an asset + Advanced English language skills