Purpose The Senior Data Control Officer, GI&CS — Electronic Payment Processing & Fulfillment is responsible for accurate and timely processing of electronic payments, maintenance of GI&CS procedures, and tracking detailed business volumes. Product support is provided to corporate and commercial users, sales officers, branches and CAUs, other financial institutions, and analysts.What you will be doing Processing files, recalls and traces for the applications within the units as documented in the online applications’ manuals, ISO Working Instructions and Canadian Payment Association Rules.Providing accurate information to customers, peers, CAUs, branches and management with minimal need for assistance.Analyzing and escalating issues beyond the scope of the Processing and Investigation unit’s mandate.Assisting with the training and coaching of peers.Resolving cases relative to customer processing and settlement needs.Performing documentation reviews and maintaining/documenting new or modified processes in the ISO Working Instructions Manual.Interacting with customers in keeping with the Scotia Service Credo and the EBBS standards on Telephone Etiquette.Monitoring for compliance of input deadlines by User departments and escalating to the Team Leader when processing schedules are impacted.Participating in regular staff meetings to communicate processing changes and discuss specific concerns that would affect processes and resources.Analyzing customer concerns and processes to propose workable solutions.Documenting exception processing and performing timely follow‑up to ensure problems are resolved.Making follow‑up calls to customers to ensure satisfaction and documenting customers’ responses.Participating in the implementation of new procedures and ensuring consistency with existing control processes.What you bringStrong communication and problem‑solving skills to ensure that Corporate and Commercial customers receive optimum service.Thorough understanding of Scotia Direct, PICS and Visa File Transfer Services applications, TSO, CA7, Scheduler and AS400 applications, and keeping abreast of new services offered to customers.Initiative, analytical, forward‑thinking, highly motivated, customer‑service oriented, team builder, flexible and committed.Ability to work independently, make decisions regarding work distribution, shifting priorities, handling Data Control queries and problems; may work on assignments as delegated and sometimes without precedent.Discussions of contentious or non‑standard Bank policy issues with the Manager and/or Senior Manager.Capable of making recommendations for changes/enhancements to systems policies and/or procedures, with required approval from department management.Proactive in bringing significant potential impacts on customer service to the attention of the department.Location(s): Canada – Ontario – ScarboroughIf you require accommodation during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role.#J-18808-Ljbffr