Service Officer, Lending Services **Service Officer, Lending Services** **L 5.1** Monday to Friday 8:30am - 5:30pm / Saturdays 4 hours upon request **Purpose** Contributes to the overall success of the Lending Services business unit by ensuring specific individual goals, plans, initiatives and assigned tasks are executed/delivered in support of the team’s business strategies and objectives. Ensures all activities conducted with a high degree of accuracy follow governing regulations, internal policies, and procedures. **Accountabilities** • Champions a client-driven culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge. • Preparation and execution of intricate security and Business Banking documents to meet the requirements stipulated by the Bank’s policies and procedures to support the fulfillment of new and the ongoing maintenance, amendment and service activities of lending products & services (including instructions to lawyers, appraisers, and other contacts as applicable). • Maintains up-to-date knowledge and understanding of relevant Commercial and Small Business products, processes, and policies, including completing internal training, and reviewing appropriate news items and publications. • Participates as an active partner, and initiates changes by collaborating with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs, and improve services. • Responds promptly and effectively to service inquiries, concerns, and complaints from Banking partners, with the ability to: ➢ Resolve servicing issues and reduce business and client impact with managerial direction as required. ➢ Analyze situations and present sound recommendations and decisions to overcome any obstacles and escalating if required. ➢ Facilitate decision making processes by providing timely, meaningful, and easily available data. • Understand how the Bank’s risk appetite and risk culture should be considered in daily activities and decisions. • Contributes to the overall Pulse Score by championing opportunities to enhance the customer experience. • Actively pursues effective and efficient operations of respective areas, while ensuring the adequacy, adherence to and effectiveness of 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 Scotiabank Code of Conduct. • Champions a high-performance environment and contributes to an inclusive work environment. • Perform other related duties as assigned **Education / Experience** Post-Secondary Education • Minimum of 2 years of relevant working experience (Commercial / Small Business) in Financial Services or related industry. • Proven customer service skills, as well as flexibility to adapt to changing environments. • Experienced and knowledgeable of Business Banking credit as it applies to the Corporate, Commercial and Small Business Bank’s policies & procedures, products & services, and security & collateral documentation. • Strong knowledge and experience in the setup and execution of onboarding accounts, products & services, and loan/funding. • Fluency in English (written & verbal) and Organizational Skills . • Working knowledge of Microsoft Office (Excel, Word, and Outlook)