City : Scarborough, ON, CA

Category : Customer Service Representative

Industry : Finance

Employer : Scotiabank

Requisition ID: 146020

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

Hiring Details:

• Start date: May 3, 2022
• Training hours: 8:00am - 4:00pm or 9:00am - 5:00pm, Monday to Friday.
• Work hours: Tuesday - Thursday, 3pm-11pm, Friday 2pm - 10:00pm , Saturday 10am-6pm EST.
• Work location (on-site): 888 Birchmount Road, Scarborough, ON M1K 5L1
• Full time, permanent opportunity.
• Department: Outbound -Mortgage Renewal 

As a Customer Solution Advisor you will contribute to the overall success of the Sales Department at the Toronto Customer Contact Centre in 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.

What Your Role Will Be:

• Works in a 24/7 Contact Centre environment and may be subject to shift work at all hours of the day depending on the business requirements.
• Required to take approximately 220 outbound calls a day to existing customers and/or potential new customers.
• Required to deepen the relationship with the customers by identifying and discussing the appropriate match between customer needs and available products and services.
• Employees will be measured on their success in effectively selling products based on customers needs.

Consistently provide customers with a professional, courteous and positive experience by discovering needs, providing knowledgeable, accurate information and solutions and following through on commitments:

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Developing and maintaining a detailed knowledge base and understanding of assigned products, transactional services and the various digital channels customers may choose to Bank.
• Continually sustaining an awareness of competitors’ products, services and marketing initiatives and being able to articulate how Scotiabank products/services provide superior value.
• Developing effective questioning skills conducive to gathering customer information accurately and comprehensively while building courteous, trustful and responsive banking relationships. This includes asking probing questions, listening, explaining benefits, handling objections and retaining their business.
• Continually building customer relationships and pro-actively expanding the base customers’ portfolio by applying the Customer Experience Model during conversations with customers.
• Taking full responsibility for all customer inquiries / concerns / complaints directed to him/her by resolving those matters within his / her discretion to the customer’s satisfaction as set out in the Bank’s Complaint Resolution Standards and Procedures.
• Ensuring proper queue management is maintained so customer transactions can be processed in a timely manner..
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Champions a high-performance environment and contributes to an inclusive work environment.

Assist in and contribute to the development and growth of profitable business across the Protection, Borrowing, Investment and Day-to-Day Banking products and services by:

• Identifying and developing customer business opportunities on inbound/outbound customer calls; building and strengthening customer relationships by uncovering needs and providing relevant advice and solutions.
• Utilizing Next Best Activities (NBA’s) to build a stronger relationship with the customer.
• Achieving personal sales targets as well as actively promoting and cross-selling appropriate banking products / services through telephone marketing to selected customers or as support for national sales campaigns and through application of the customer experience model during then conversation; and creating a digital culture by promoting Digital Channels including Scotia Online, Mobile and Mobile Wallet and Apple Pay etc.
• Contributing to the implementation of Centre marketing strategies (under the direction of the Manager Customer Solutions - Sales) to maximize opportunities for growth.

Maintain strict adherence to the Bank’s Code of Conduct and security procedures with respect to assigned authorities and responsibilities; reporting any unusual occurrences or fraudulent activity to a supervisor promptly; and achieve and maintain service level standards by:

• Operating at optimal efficiency of the Centre by ensuring productivity goals are attained.
• Minimizing risk and losses by knowing and adhering to Scotiabank policies, authentication procedures and key controls.
• Adhering to all company/department policies, procedures and audit requirements.
• Prioritizing and processing customer requests (ie. inquiries, transactions, case work) in a timely and efficient manner.
• Maintaining the confidentiality of customer information and ensuring all transactions are compliant and that full disclosure is provided and all relevant scripts are read verbatim on all calls.
• Strictly adhering to schedules thereby ensuring prompt customer service and response time.

Participate actively in team activities/initiatives by working cooperatively to the mutual benefit of all members and taking responsibility for self-learning and development by:

• Learning and embracing new procedures, technologies, and processes.
• Participating in and supporting change initiatives for the team and the Centre.
• Contributing to effective team morale and employee relations through positive interaction with team members and participating in the Applause program.
• Ensuring me@scotiabank profile is up to date with current Personal Development Goals, working with the manager in the identification of skills, behaviours and competencies required to achieve goals.

Skills You Already Have:

• Post-Secondary Education would be an asset.

• Previous retail banking and contact centre experience are highly desirable.
• Strong proficiency of the English language is required; Multi-lingual capabilities are highly desirable.
• 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.

What’s in it for you?

• An inclusive & collaborative working environment that encourages creativity, curiosity, and celebrates success!
• We offer a competitive rewards package: Performance bonus, Employee Share Ownership Program, and Pension Plan Matching, Health Benefits from day one!
• Your career matters! You will have access to career development and progression opportunities.

Location(s):  Canada : Ontario : Scarborough 

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.