Service Officer – Client Service (Payments & Day‑to‑Day)

About the role

The Service Officer, Client Service supports the Client Service team in Canada by delivering high‑quality service to both new and existing clients. The role focuses on two key areas – Payments (certified cheques, wires, bank drafts, foreign currency) and Day‑to‑Day operations (indexing, inquiries, investigations) – while ensuring compliance with all regulatory and internal policies.

Key responsibilities

• Champion a customer‑focused culture and deepen client relationships across the bank.
• Provide end‑to‑end service for payment transactions and day‑to‑day client requests, meeting Operating Performance Commitments.
• Maintain up‑to‑date knowledge of products, processes, policies and complete required internal training.
• Collaborate with stakeholders and business lines to resolve issues, remove roadblocks, reduce costs and improve services.
• Respond promptly to service inquiries, concerns and complaints, escalating when necessary.
• Analyze situations, present recommendations and facilitate decision‑making with timely data.
• Apply the bank’s risk appetite and risk culture in daily activities, adhering to operational risk, regulatory compliance, AML/ATF and conduct risk frameworks.
• Support a high‑performance environment by fostering inclusion, communicating vision and managing team development.

Required profile

• Strong customer service orientation with the ability to build and maintain client relationships.
• Analytical mindset capable of diagnosing issues and proposing effective solutions.
• Understanding of banking risk, regulatory compliance and AML/ATF requirements.
• Ability to work independently within authorized limits while handling high volumes of transactions.
• Excellent communication skills and a collaborative approach to working with internal partners.

Required skills

• Knowledge of payment instruments such as certified cheques, wires, bank drafts and foreign currency handling.
• Familiarity with day‑to‑day banking operations including indexing, inquiries and investigations.
• Understanding of operational risk management frameworks and regulatory compliance procedures.
• Proficiency in using banking systems and tools to process transactions and retrieve data.