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Bilingual Credit Officer – Ottawa


This is a Contract position in Ottawa, ON posted November 14, 2020.




Requisition ID: 89550


Employee Referral Program – Potential Reward:  


We are committed to investing in our employees and helping you continue your career at Scotiabank.





The Bilingual Credit Officer will report directly to the Credit Manager and is responsible for conducting thorough review of credit applications received through Scotia Online, .com, phone and bank partners. The mandate of the Credit Underwriter is to identify any inconsistencies in the application, validate all required SAM messaging and adhere to underwriter’s specific approval limits.  Validation of identity forms is a critical component of the review process requiring all investigation activities to be documented in the case.



•    Collaborates as one cohesive team and remain accountable to the overall departmental goals.

•    Champions an all-inclusive work environment. 

•    Promotes a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

•    Underwriting and administration of Retail Loan Credit by:

  • Reviewing and authorizing approved/declined applications for accuracy and consistency in all credit policies.
  • Executing thorough credit investigations and providing sound recommendations/approvals within assigned limits, (see Appendix A) on loan applications and credit related services.
  • Refers any SAM declines or exceptions to ACE for review.  
  • Conducting effective telephone communications in order to complete/conclude credit investigations while maintaining the confidentiality of the Bank and customer. 
  • Performing enhanced due diligence and adhering to full investigation as per KYC procedures
  • Responding to correspondence concerning credit enquiries and problems from customers and branches.
  • Validating identity of applicant using current and relevant processes
  • Reporting fraud through proper channels when identified

•    Develop and maintain banking relationships with customers in a way which ensures that the delivery of customer service fosters overall customer satisfaction consistent with the Scotia Service standards by:

  • Ensuring the inbound/outbound calling authentication procedure is followed
  • Acquiring and maintaining a thorough knowledge of all retail lending products, policies and procedures necessary to respond appropriately to customer inquiries.  The incumbent should also develop and maintain an awareness of competitor’s products, services and marketing initiatives.
  • Responding to customers immediate service requirements as well as identifying opportunities to explain and promote the sale of other Bank products.
  • Referring cross-sell/up-sell opportunities to Sales Agents and/or branch.
  • Assuming responsibility for all customer enquiries/concerns/complaints directed to him/her by resolving those matters within his/her discretion, to the customer’s satisfaction or by referring the customer to the appropriate source as set out in the Bank’s Complaint Resolution Standards and Procedure’s and Privacy Code.
  • Taking full responsibility for resolving all customer/branch inquiries, concerns/complaints.

•    Perform other duties as assigned.

•    Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day 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 Guidelines for Business Conduct. 


  • Fully French/English Bilingual
  • Ability to read, follow and comprehend consumer credit policies and related operating procedures.
  • A thorough knowledge of the Bank’s on line systems e.g. Intralink, SalesBuilder, KS/KV Systems, PEGA, AS400.
  • Sound judgment in conducting credit investigations and making recommendations.
  • An appreciation and an understanding of the related consumer loans market.
  • Previous telephone/telemarketing experience



Location(s):  Canada : Ontario : Ottawa 

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.