This role is hybrid and requires you to be at our downtown Toronto /or Client office at a minimum 2 days per week - subject to change at any time.

Supports all sales forces in the opening and maintenance of accounts and services. Directly impacts the bank’s ability to meet manage risk and regulatory requirements through the timely preparation, review and analysis of treasury management agreements and deposit account documentation. Ensures adherence to all internal and external policies and requirements to protect the Bank’s assets and minimize losses.

• Advises and guides on sales legal documentation to clients and internal partners
• Resolves questions and issues with sales agreements and account documentations
• Coordinates the management of documents’ database; ensures alignment and integration of documents in adherence with bank’s standards
• Analyzes information and provide insights and recommendations
• Executes the end-to-end documentation processes for assigned sectors, including the distribution, collection, review and analysis
• Reviews higher-risk client requests and confirm that proper authorizations have been received
• Determines type of documents and appropriate actions as per request and establish procedures and processes
• Reviews documents to verify that forms are correctly completed and required formats are used
• Executes data entry/processing/tracking to support document management activities.
• Develops and maintains effective relationships with team members and stakeholders to execute work and fulfill service delivery expectations
• Understands risks inherent in the operating area and ensures appropriate actions, including accuracy and safeguarding of all documents
• Follows records retention guidelines and policies for type of documentation, as required
• Participates in the design, development, implementation, and management of core processes
• Supports change management work to ensure the achievement of anticipated benefit

YOUR FUTURE DUTIES AND RESPONSIBILITIES

Doc Specialist Portion:

Supports all sales forces in the opening and maintenance of accounts and services. Directly impacts the bank’s ability to meet manage risk and regulatory requirements through the timely preparation, review and analysis of treasury management agreements and deposit account documentation. Ensures adherence to all internal and external policies and requirements to protect the Bank’s assets and minimize losses.

• Advises and guides on sales legal documentation to clients and internal partners
• Resolves questions and issues with sales agreements and account documentations
• Coordinates the management of documents’ database; ensures alignment and integration of documents in adherence with bank’s standards
• Analyzes information and provide insights and recommendations
• Executes the end-to-end documentation processes for assigned sectors, including the distribution, collection, review and analysis
• Reviews higher-risk client requests and confirm that proper authorizations have been received
• Determines type of documents and appropriate actions as per request and establish procedures and processes
• Reviews documents to verify that forms are correctly completed and required formats are used
• Executes data entry/processing/tracking to support document management activities.
• Develops and maintains effective relationships with team members and stakeholders to execute work and fulfill service delivery expectations
• Understands risks inherent in the operating area and ensures appropriate actions, including accuracy and safeguarding of all documents
• Follows records retention guidelines and policies for type of documentation, as required
• Participates in the design, development, implementation, and management of core processes
• Supports change management work to ensure the achievement of anticipated benefits

REQUIRED QUALIFICATIONS TO BE SUCCESSFUL IN THIS ROLE

The role Facilitates the prompt and effective resolution of requests or issues. Uses independent judgment, analysis and initiative to resolve problems, makes recommendations, and delivers impromptu end-user operational assistance training when required. This work maintains communications with callers throughout the analysis and resolution process particularly in difficult customer situations, keeps them informed of status, and escalates issues if deemed necessary. This role will independently identify systemic issues (e.g. system outages, widespread processing errors) and take ownership of the end-to-end process to optimize the customer experience.

• Responds to customer questions received via telephone calls, call backs and emails
• Conducts incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained
• Creates and sustains consistent superior service to customers/clients and prospects
• Assists customers in trouble shooting and resolving issues during deployment and ongoing use of products and services
• Effectively analyses and diagnoses complex problems with a high level of accuracy and exceptional client service
• Fosters trust and confidence by taking ownership of support issues, provides friendly and accurate resolutions
• Escalates issues that are beyond the level of expertise through the appropriate channels.
• Maintains current knowledge and understanding of products, services, processes and relevant legal, regulatory and technology requirements
• Monitors completion of all internal and external operational effectiveness/compliance requirements to manage risk within acceptable limits
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations
• Executes work to deliver timely, accurate, and efficient service
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees
• Analyzes issues and determines next steps
• Broader work or accountabilities may be assigned as needed

LI-GS!