Position:  Estates Officer, Estates Centre of Expertise

Level 4.1

 

Purpose 

 

Contributes to the overall success of the Estates Centre of Expertise team 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  

 

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, 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 bank as a result of incorrect filing of tax documents with Canada Revenue Agency/Revenue Quebec. 

Always maintain confidentiality of customer information; and 

Recommending how can we provide 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 are accurate and confirm that system values reflect the amounts relative to 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 the appropriate letters/communications referencing the applicable government legislation and bank policies to resolve or escalate the query. 

Advising the immediate supervisor or Department Assistant Manager of any problem situations observed and provide recommendations.  

 

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 regulations dictate by the various Government Taxation Authorities. 

Ensuring corrective action is taken/ recommended/ escalated as appropriate. 

Maintaining strict adherence to Bank and Customer Transaction Support security procedures. 

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 management immediately when unique system problems/errors are encountered to ensure appropriate action is taken (e.g., Problem logs, in-depth investigations, system scans, etc.).  This critical procedure must be escalated immediately to guarantee 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, with appropriate recommendations where required. 

Assisting with the training of new team members (Delegating, checking and reviewing work preparation) or the monitoring of cross-training initiatives within the department. 

Actively participating and contributing to coaching sessions, touch-bases and team meetings. 

As the subject matter expert (SME), actively participating in consultations with partners for technology enhancements and takes initiative in identifying process enhancements that drive increased efficiencies within the unit. 

Acquiring and maintaining a good knowledge of an assigned department functions, processes and operating procedures. 

Fostering a performance-oriented culture of open and honest communication. 

Developing and executing a meaningful employee development plan; and 

Encouraging the generation of new ideas and 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 of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct, 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 a high-performance environment and contributes to an 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