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Title:  Customer Service Representative- Investments (Bilingual)

Requisition ID: 4664

Branch / Department: [[HbranchDepartment]] 

Transit Number:  [[HtransitNumber]] 

Employee Referral Program – Potential Reward:  

 

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

 

Purpose:

The Customer Service Officer – Investments (CSO-I) is responsible for delivering a high standard of professional and personalized customer service consistent with our corporate strategies. You are accountable for prompt, accurate and professional resolution to telephone, online and/or written inquiries through effective use of the Customer Experience Model.  You are responsible for educating customers on the features and benefits of Scotiabank’s digital channels through inbound calls or emails and deepening the relationship with the customer by identifying and discussing appropriate match between customer needs and available products and services.  

 

Key Accountablites:

  • Consistently provide customers with a professional, courteous and positive experience by discovering needs, providing knowledgeable, accurate information and solutions and following through on commitments:
  • Accurately resolving customer problems falling within approved authority limits or referring the customer to the appropriate source as described in the Bank’s Complaint Resolution Standards and Procedures.
  • Recognizing and acting on opportunities for business retention and reinforcing the customer relationship with the Bank through the application of the Customer Experience Model.
  • Consistently provide customers with excellent service by developing effective questioning skills conducive to gathering customer information accurately and comprehensively.
  • Actively participating in queue maintenance through call responses on escalated and referral calls
  • Utilizing Next Best Activities (NBA’s) to build a stronger relationship with the customer
  • Creating a digital culture by promoting Digital Channels including Scotia Online, Mobile and Mobile Wallet and Apple Pay etc.
  • Minimizing risk and losses by knowing and  adhering to Scotiabank’s policy, authentication procedures and key controls
  • Maintaining the confidentiality of customer information and ensuring all transaction is compliant and that full disclosure is provided and all relevant scripts are read verbatim on all calls
  • Participate actively in team activities/initiatives and taking responsibility for self-learning and development. 

 

Education:

Post-secondary education in business or other related disciplines is an asset

 

Work experience/Skills:

  • Previous retail banking and contact centre experience are highly desirable
  • Strong proficiency of the English and French language is required
  • Excellent verbal and written communication skills are required
  • Knowledge of Scotiabank’s products and services
  • Ability to multi-task and use various systems to access information while engaging and interacting with the customer.

Location(s):  Canada : Ontario : Scarborough

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.


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