Title:  Customer care experience ECR

Requisition ID: 222642

Join a purpose driven winning team, committed to results, in an inclusive and high-performing environment.

Customer Care Experience - Contact Center ECR
 

Schedule: Monday to Friday 3:00pm-12:00am | Every other Saturday 3:00pm-12:00am

Purpose

Contributes to the overall success of the International Banking Contact Centres in Jamaica ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives.  Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. The Customer Care Advisor provides quality service to internal and external customers by providing prompt, accurate and professional resolution to telephone, online and written inquiries through effective use of the Customer Experience Model.  He/she acts as an expert and is accountable for the full service delivery of multiple retail products to both customers and the branch network, and for promoting and selling the alternate delivery channels to all customers.

Accountabilities

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

•  Assumes full responsibility for providing customers with a professional, courteous, and positive experience on a consistent basis by discovering needs, providing knowledgeable, accurate information and solutions and following through on commitments.  

•  Provides both internal and external customers with account information and services by accessing the Bank’s on-line records and systems.

•  Takes full ownership for all transactions / inquiries and resolution and, if necessary initiate / execute entries within authorized limits.

•  Responds independently to telephone and correspondence inquiries by ensuring that action is taken to fully address inquiries;

•  Takes full responsibility for all customer enquiries/concerns/complaints directed to you by resolving those matters within your ability and authority, to the customer’s satisfaction, or by referring the customer to the appropriate source/officer; and preparing correspondence relative to customer/external enquiries

•  Assuming responsibility for consistently achieving personal financial targets for referral and closed ratios including, but not limited to, upselling, cross-selling, and resolving queries.

•  Acts as a liaison coordinating with various areas (branch, third party service providers, etc.) as required to fully satisfy customer issues in a timely fashion.

•  Actively participates in self learning opportunities to improve knowledge, skills development, and competencies to align with Bank expectations for achieving goals.

•  Strictly adheres to schedules, thereby ensuring prompt customer service and response time;

•  Maintains the confidentiality of customer information;

•  Strictly adheres to the compliance of all transactions and maintenance of full disclosure requirements while maintaining a high degree of confidentiality for all transactions and customer information.

•  Build and strengthen customer relationships through activities associated with maximizing opportunities to promote Bank services and products.  Contribute to the achievement of established financial objectives by achieving personal referral & closed ratio targets as well as actively promoting and cross-selling appropriate banking products and services through application of the customer experience model during conversations with customers or as support for the country’s sales campaigns.

Education / Experience 

•  Degree or Undergraduate Degree in Business Administration, International Business, Economics, Marketing or related careers.

•  Practical knowledge of MS Office (Word, Excel and Power Point).

•  Practical knowledge about the different needs of customers.

•  Practical knowledge of Personal Banking products, their characteristics and advantages.

•  Practical knowledge of telephone etiquette

#DRGBS

Location(s):  Dominican Republic : Santo Domingo : Santo Domingo East

Business Address: Zona Franca Las Americas 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

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.