Administration Officer, Loans & Collections- Stratford, ON
Stratford, ON
Requisition ID: 74780

Join the Global Community of Scotiabankers to help customers become better off.


The Administration Officer is responsible for contributing to the overall success of the Retail Service Centre by meeting objectives in the areas of Customer, Financial, Operations (efficiency and effectiveness) and People. The incumbent is responsible for the accurate and effective handling of indirect loan processing and for responding to incoming telephone or e-mail inquiries from branches in a timely manner with accurate information. In addition, the Administration Officer provides customer service in a manner consistent with our Core Values.


Monday to Friday 9:30am- 6pm

Key Accountabilities

1.Provide indirect loan processing support by:
  • Discovering needs, providing knowledgeable, accurate information and solutions and following through on commitments
  • Conducting investigations to resolve exception situations, completing complex adjustments or correction transactions
  • Answering general procedural queries from branches as they pertain to loan processes
  • Ensuring the accurate processing, posting and verification of the daily accounting transactions of the team
  • Identifying policy/process non-compliance situations and taking the necessary steps to correct and/or escalate as required
  • Responding independently to correspondence and telephone inquiries by ensuring that action is taken to fully address inquiries
  • Maintaining accurate and valuable trending and tracking information, when required
  • Providing guidance and training of other team members
  • Assisting with the implementation of required changes (e.g. policy, process, systems etc.)
  • Performing related sundry duties as assigned, including providing coverage on a variety of jobs within a unit as determined by the day to day operational requirements
2.Provide customers and business line partners with excellent service levels by:

  • Contributing to optimal efficiency of the department by ensuring productivity goals are attained
  • Processing customer requests (inquiries, transactions, case work) in a timely and efficient manner
  • Investigating and resolving issues/customer complaints raised by branches, and clients/partners
  • Escalating branch concerns and coordinating resolutions with unit leadership
  • Ensuring a high level of professionalism is maintained during all interactions when dealing with branch staff, business partners and other bank departments
  • Following up with branches on outstanding, unresolved issues or policy non-compliance situations
  • Notifying branches, or other Bank departments as appropriate when processing delays occur
  • Preparing related correspondence in conformity to Bank standards, as required
3.Maintain strict adherence to Bank Guidelines for Business Conduct and security procedures with respect to assigned authorities and responsibilities; reporting any unusual occurrences or fraudulent activity to a supervisor promptly.

  • Minimizing risk and losses by knowing and adhering to Scotiabank’s policy, procedures and key controls
  • Adhering to all company/department policies, procedures and audit requirements
  • Adhering to established Bank regulations and procedures within assigned authority and responsibility
  • Maintaining all keys, combinations and passwords assigned to custody in accordance with Bank regulations
  • Reporting any unusual occurrences or fraudulent activity to the supervisor immediately
  • Completing all required training (e. g. Anti Money Laundering; Guidelines for Business Conduct)
  • Maintaining the confidentiality of customer information at all times
4.Participate actively in team activities/initiatives and take responsibility for self learning and development by:

  • Learning and embracing new procedures, technologies, and processes
  • Demonstrating leadership with peers and customers, setting high standards for customer service and professionalism
  • Participating in and supporting change initiatives
  • Contributing to effective team morale and employee relations through positive interaction with team members and participating in the Applause program
  • Taking ownership of his/her Personal Development Plan, working with their leader in the identification of skills, behaviours, and competencies required to achieve goals

  • High School diploma
  • Basic Computer Skills, including common software tools (Microsoft Office products)
  • Minumum of 2 years of relevant working experience
  • Experience providing product and process support over the phone and/or through e-mail.
Location(s): Canada : Ontario : Stratford

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.

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.