Bilingual (en/fr) Senior Customer Care Advisor - Creditor Insurance
2 weeks ago
Customer Service Representative role requires delivering high-quality customer service, executing individual goals, and ensuring compliance with regulations and internal policies.
The Customer Service Representative is a key member of the Insurance Canada Service Center (ICSC) team, responsible for providing exceptional customer experiences while ensuring specific individual goals and plans are executed in support of the team's business strategies and objectives.
The primary responsibilities of this role include:
- Championing a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
- Providing a professional and courteous customer experience, resolving customer concerns in a timely manner, and taking accountability for customer satisfaction.
- Building and strengthening customer relationships by promoting Insurance Canada services and products, with a primary focus on the suite of Creditor Insurance products.
- Achieving and maintaining required service level standards, including adherence to schedules, productivity goals, and minimizing risk and losses.
- Participating actively in team activities, taking responsibility for self-learning and development, and contributing to effective team morale and employee relations.
- Understanding how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Maintaining strict adherence to Bank Guidelines for Business Conduct and security procedures with respect to assigned authorities and responsibilities.
The ideal candidate will possess:
- Expert knowledge of Creditor Insurance Products and processes.
- Expert customer service orientation, verbal communication skills, and thorough written communication skills.
- Thorough telephone skills and working knowledge of PC user programs (preferably PEGA, AS400, and TLS).
- Fully bilingual in English and French.
About Scotiabank:
Scotiabank is a leading bank in the Americas, guided by its purpose: "for every future". The Bank helps its customers, their families, and their communities achieve success through a broad range of advice, products, and services.
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.
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