Customer Experience Lead- Commercial Banking

2 days ago

Fredericton, Canada Scotiabank Full time

Requisition ID: 170627

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

**What your role will be...**

Customer Experience Lead

**Accountabilities**
- Leads and drives a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Contributing to the overall Net Promoter Score by identifying opportunities to enhance the customer experience by:

- Demonstrating and coaching to the Service Basics* during and after customer interactions and providing transaction authorizations and review as required.
- Provide consistently excellent customer experiences and demonstrate ‘Our Service Promise’ by being best at the basics: Friendly, Willing to Assist, Efficient and Professional.
- Ensuring every customer experience is consistent with Scotiabank’s service standards and customer concerns are resolved quickly and efficiently, escalating to the Branch Manager and/or the Office of the President as appropriate.
- Ensuring the Branch presents a professional image according to Bank and Brand Care requirements.
- Executing service management activities as outlined in the Branch Management Disciplines.
- Oversee the implementation of the Bank’s policies, practices, special initiatives and procedures to minimize Bank’s exposure to risk by:

- Assigning, in conjunction with the Branch Manager, position authorities for team members.
- Adhering to and ensuring team members’ compliance with position authorities, limits and bank policies.
- Reporting immediately any unusual occurrences or fraudulent activity and escalating issues/deficiencies/trends to the Assistant Manager, Branch Manager and/or applicable Shared Services department as appropriate.
- Arranging cover for authorizations during necessary absences.
- Monitoring and taking appropriate action on deficiencies with Branch premises, systems, equipment and supplies, including ensuring ABMs are serviced and stocked.
- Provides human resource administration support for the Branch team (eg. Submitting HORIZON maintenance, vacation management, managing Leaves of Absence etc).
- Adhering to cash, custody and security procedures and policies at all times.
- Lead the delivery of customer service at the service counters and support the promotion of Bank service by:

- Developing a clear understanding of the branch’s financial and non-financial goals
- Monitoring work schedules for the team to ensure they meet customer service demands, recommending adjustments to the Manager Advice and Service as required
- Ensuring service counters, workstations and surrounding areas are organized and present a professional image
- Champion the growth in customer adoption of digital banking activities and self-service channels.
- Acting as main point of contact for internal support services groups, including:

- The Customer Contact Centre (CCC), on issues related to customer enquiries, complaints/escalations
- The Shared Services Group (SSG), who work with the Branch to support/enable sales and service to our customers (eg. Support with Customer Transactions, Investments, Fulfillment; National Collections Centre, Central Mortgage Unit, Commercial/Corporate/Small Business functions etc.).
- The Centralized Accounting Unit (CAU) for Investment Platform processes that cannot be completed in Branches due to system restrictions.
- 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, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
- Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.

Location(s): Canada : New Brunswick : Fredericton

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.

  • Customer Experience Advocate

    4 weeks ago

    Fredericton, New Brunswick, Canada Equitable Bank Full time

    **About Equitable Bank**We're a bank that's challenging the status quo, innovating the banking experience, and empowering Canadians to take control of their financial lives.We believe in creating a better banking experience through technology, innovation, and collaboration. Our team is made up of forward-thinking individuals who thrive on creative...

  • Customer Experience Representative

    4 days ago

    Fredericton, Canada LUMINULTRA TECHNOLOGIES Full time

    **Company Overview** Since its incorporation in 2003, LuminUltra has been a leading manufacturer and thought-leader in the biotech industry, developing molecular diagnostic products and services to help people all over the world better manage pathogen-based threats. Headquartered in Fredericton, New Brunswick, LuminUltra is a global company with satellite...

  • Customer Experience Ambassador

    10 hours ago

    Fredericton, New Brunswick, Canada Greenstone Financial Services Canada Full time

    Company OverviewGreenstone Financial Services Canada is a leading distributor of direct-to-consumer insurance solutions in Canada. Backed by majority shareholders Ontario Teacher's Pension Plan (OTPP) and Caisse de Dépôt et Placement du Québec (CDPQ), we've expanded into the Canadian market, introducing affordable, high-quality insurance products.We're...

  • Customer Experience Representative

    4 days ago

    Fredericton, Canada Terminix Full time

    **About Terminix** Terminix Canada is one of the largest pest control providers to the property management sector. Since its founding in 1927, Terminix has been an industry leader in pest control. **Position Overview** A Customer Experience Representative will act as a liaison, providing product/service information, answering questions, and resolving...

  • Customer Experience Representative

    10 hours ago

    Fredericton, Canada Terminix Full time

    **About Terminix** Terminix Canada is one of the largest pest control providers to the property management sector. Since its founding in 1927, Terminix has been an industry leader in pest control. **Position Overview** A Customer Experience Representative will act as a liaison, providing product/service information, answering questions, and resolving...

  • Summer Student Development Opportunity in Banking

    5 days ago

    Fredericton, New Brunswick, Canada Royal Bank of Canada Full time

    Company OverviewRoyal Bank of Canada (RBC) is a leader in the Canadian banking industry, with a rich history of innovation and customer service.About the RoleThis Summer Student position offers an exciting opportunity to join RBC's team of talented professionals and gain valuable experience in the banking industry.Job DescriptionAs a Summer Student, you will...

  • Commercial Tire Technician

    7 months ago

    Fredericton, Canada Miller Tire Inc. Full time

    Tirecraft is a leading retailer of tire products and automotive services. We are currently hiring a **Commercial Tire Technician** for our **Fredericton** location. We are recognized as one of the top employers in the Atlantic region and we offer **competitive wages**, **bonuses**, **group benefits**, a **retirement savings plan** with **employer...

  • Customer Experience Director

    4 days ago

    Fredericton, New Brunswick, Canada Nespresso Full time

    ResponsibilitiesDebriefing team on key objectives and deliverables;Analyzing KPI reports and coaching team to successfully hit metrics;Ensuring effective communication with team and store management;Creating positive brand experience for all stakeholders;Balancing time between administrative and customer service tasks.

  • Financial Services Advisor

    1 month ago

    Fredericton, New Brunswick, Canada Scotiabank Full time

    OverviewAt Scotiabank, we're dedicated to helping our customers achieve their financial goals. As a key member of our Canadian Banking Branch network, you'll play a vital role in delivering exceptional service and building lasting relationships with our clients.About the RoleThis is an exciting opportunity for a skilled and motivated individual to join our...

  • Banking and Financial Services Specialist

    3 weeks ago

    Fredericton, New Brunswick, Canada Chaitons LLP Full time

    We are searching for a highly skilled Banking and Financial Services expert to join our esteemed group at Chaitons LLP. This is an exciting opportunity for a lawyer with 2 to 4 years of experience to contribute to our success.The successful candidate will possess a strong work ethic, a commitment to delivering high-quality results, and the ability to work...

  • Customer Experience Representative

    7 months ago

    Fredericton, Canada Cannabis NB Full time

    **Customer Experience Representative** **CANNABIS NB** **Customer Experience Representative** (Occasional) CANNABIS NB is New Brunswick’s retailer for the responsible delivery of cannabis products to customers in the province. **Our goal **is to deliver a world class customer experience built on good information, a safe high-quality product offering...

  • Technical Architect Lead

    3 weeks ago

    Fredericton, New Brunswick, Canada Verndale Full time

    We are seeking a skilled Technical Architect Lead to drive the development of our clients' digital experiences.About the RoleAs a Technical Architect Lead, you will be responsible for designing and overseeing the architecture of solutions to meet client needs in e-commerce and website projects. This includes ensuring technical requirements are met, managing...

  • Commercial Real Estate Law Specialist

    1 week ago

    Fredericton, New Brunswick, Canada IKON Complete Inc, Full time

    At IKON Complete Inc., we are a Recruitment & Search Firm dedicated to identifying and sourcing top performers for our clients. Our clientele includes industry leading organizations that partner with us to extend their HR and Recruitment function.Salary: $60,000 - $80,000 per year (based on location and experience).Job OverviewWe are seeking a Commercial...

  • Commercial Bankruptcy Law Specialist

    3 weeks ago

    Fredericton, New Brunswick, Canada Chaitons LLP Full time

    Chaitons LLP: Banking and Financial Services Lawyer OpportunityWe are seeking a highly motivated junior lawyer with 2-4 years of experience to join our esteemed Banking and Financial Services Group at Chaitons LLP.This is an exceptional opportunity for a dedicated professional to work alongside experienced lawyers who are leaders in their field and highly...

  • Customer Experience Salesfloor Associate

    2 days ago

    Fredericton, Canada Walmart Canada Full time

    **Position Summary... **:To provide customer service by maintaining a stocked and zoned salesfloor and offering assistance to meet the customer’s shopping needs. This will be accomplished by assisting at the Front End as required and maintaining and recovering merchandise all in a safe and clean environment. This Associate will function as part of a team...

  • Insurance Customer Experience Advisor

    5 days ago

    Fredericton, New Brunswick, Canada Greenstone Financial Services Canada Full time

    About Greenstone Financial Services CanadaWe are a leading distributor of direct-to-consumer insurance solutions in Australia, New Zealand and now Canada.Backed by majority shareholders Ontario Teacher's Pension Plan (OTPP) and Caisse de Dépôt et Placement du Québec (CDPQ), we've expanded into the Canadian market, introducing affordable, high-quality...

  • Commercial Property Operations Coordinator

    2 days ago

    Fredericton, New Brunswick, Canada NADG Full time

    Job SummaryWe are seeking a highly skilled Commercial Property Operations Coordinator to join our team. As a key member of our property management group, you will be responsible for supporting the daily operations and management of a large-scale commercial property portfolio.The ideal candidate will have a minimum of 3 years' experience in property...

  • Commercial Litigation Support Specialist

    4 weeks ago

    Fredericton, New Brunswick, Canada Strategy Recruitment Group Full time

    Strategy Recruitment Group is seeking a highly skilled Commercial Litigation Support Specialist to join our team. This is an exceptional opportunity for an experienced legal professional to take their career to the next level.The estimated salary range for this position is $65,000 - $95,000 per annum, depending on experience and qualifications.As a...

  • Cleo Fashions Inc Store Manager

    1 day ago

    Fredericton, New Brunswick, Canada Cleo Fashions Inc Full time

    Job Title: Cleo Fashions Inc Store ManagerAbout Us: At Cleo Fashions Inc, our mission is to provide high-quality women's fashion products that cater to their needs and preferences. We strive to create a welcoming and inclusive store environment where our customers feel valued and inspired.Store Manager Job Summary: As a Store Manager at Cleo Fashions Inc,...

  • Cds Noram Capture and Customer Satisfaction Lead

    7 months ago

    Fredericton, Canada Thales Canada Inc., Defence and Security Full time

    Location: Fredericton, Canada In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's...