Job details

As a Large Direct Operations (LDO) Specialist in the Equipment Finance Centralized services team at National Bank, you’ll be a specialist in Direct Sales operations. With your strong attention to detail, sound judgment, and a customer-first mindset, your experience in and your knowledge of Equipment Finance you’ll have a positive impact to customer satisfaction, operational efficiency, compliance and risk management, and the long-term profitability and growth of the organization.

Your role: 

• Deliver exceptional service to customers and direct sales teams.
• Respond to and resolve inquiries in a professional and timely manner related to post funding modifications, documentations, and terminations, including
  • Account details
  • Agreement modifications
  • Partial quoting, documentation, and processing
  • Payment details
  • Post-funding documentation
  • Refunds
  • SAMU / HRLMU quoting
• Ensure agreement integrity and enforceability, accuracy, and compliance with internal policies.
• Perform contract modifications, including changes to payment structures, terms, products, assets, collateral, or customer details.
• Verify agreement and customer information; generate, distribute, and maintain contract documentation.
• Enter and maintain accurate data across internal systems and platforms to support post-funding activities.
• Maintain data integrity with a compliance and risk mindset.
• Exercise independent judgment within delegated authorities to support sound business decisions.
• Identify risks, discrepancies, or processing errors and take corrective action or escalate appropriately.
• orts to minimize loss exposure and ensure regulatory and contractual adherence.

Your team: 

As part of the Equipment Finance sector, you’ll be on a team of 10 colleagues, and you’ll report to the Large Direct Operations Manager. Our team works directly with the direct sales team within equipment finance. As the direct sale team expand into more region so do the request volumes and the need to be able to support all regions.

Our team stands out for our ability to handle complex customer and contract issues post funding, work collaboratively across departments, and contribute to ongoing process improvements. Our team works together to train, mentor and support each other though the ongoing changes.

Working Conditions & Scope

·       Office or hybrid work environment with standard business hours Monday - Friday; occasional overtime as required.

·       Works within established policies and procedures while exercising judgment when

outcomes are not clearly defined.

·       Role may include transaction review or sign-off authority within defined limits.

·       No direct people management responsibilities.

Prerequisites:

Education & Experience

• Post-secondary education business administration, customer service or equivalent relevant experience.
• Minimum 2 years of experience in equipment finance, financial services, sales administration, contract processing, operations, or customer service.
• Progressive experience handling complex transactions, documentation, or audits in a financial services environment.

Core Competencies

• Customer focused: Deliver outstanding client experiences at every interaction and
• execute on plans to continuously build the client experience, in line with the
• organization's brand promise. Provide full-service solutions for clients with the view
• to be every client’s primary financial partner.
• Adaptable: Comfortable working in a high-volume, fast paced setting where you are
• required to identify and respond to changes quickly, addressing customer inquiries
• or concerns.
• Administratively proficient. Respectful of information and data, you are accurate
• and thorough in your approach, execution & follow up.
• Confident & assertive. Sound in your knowledge and deliver communication with
• tact & diplomacy.
• ectively manage several priorities
• simultaneously.
• Optimizer: Commitment to working and contributing to continuous improvement of
• internal processes
• Team Player: Work well with colleagues while striving to meet team and individual
• goals.
• Technically proficient. Comfortable navigating many software applications,
• including Microsoft Office, Salesforce, and several internal applications.