Customer Care Consultant

4 days ago


Toronto, Canada Scotiabank Full time

Requisition ID: 155202

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

**Position: Customer Care Consultant - Customer Contact Centres - Sales**

**Purpose***

**Accountabilities**
- Consistently deliver a professional, courteous and positive experience by discovering needs, providing knowledgeable, accurate information and solutions and following through on commitments:

- Acquire and maintain a detailed knowledge and understanding of retail and business product lines, the various digital channels customers may chose to bank, as well as the policies and procedures necessary to respond appropriately to customer inquiries;
- Develop and maintain an awareness of competitors’ products, services and marketing initiatives;
- Recognize and satisfy customer needs through a thorough understanding of the selling process including identification of the appropriate need and following through on cross-sell and up-sell opportunities;
- Develop 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 closing the sale in accordance with the Customer Experience Model (CEM) and Map 2 Mastery (M2M);
- Provide expert advice in Credit Card products in addition to understanding all banking products and be able to communicate the many benefits and features of our Day-to-Day banking, Protection, Credit and Investment products and the services provided by other Scotiabank departments;
- Take 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 or by referring the customer to the appropriate source as set out in the Bank’s Complaint Resolution Standards and Procedures; and
- Ensure proper queue management is maintained so customer transactions can be processed in a timely manner.
- Provide excellent service levels within the parameters of the Contact Centre environment by effectively managing the workload, staying available and ready to receive requests:

- Effective questioning skills conducive to gathering customer information accurately and comprehensively to ensure efficient call handling and call resolution. This includes asking probing questions and listening, in accordance with the CEM model;
- Accurately and effectively document and control all required follow-up or escalation.
- Maintain the necessary pending files (case queues) for the areas of responsibility including the regular review and count of items outstanding;
- Act as a liaison coordinating with various areas (i.e. branch, third party service providers, etc.) as required to fully satisfy customer issues within our service level agreements (SLAs) ; and
- Rearrange/prioritize workload to adhere to prescribed telephone coverage and set off phone timeframes to ensure that service standards are met at all times.
- Assist in and contribute to the development and growth of profitable business across the Credit Card, Protection, Borrowing, Investment and Day-to-Day banking products and services by:

- Focusing on the retention of Credit Card business for Scotiabank and coaching, assisting and providing feedback to Customer Solution Advisors and Customer Care Specialists;
- Contributing to the implementation of Centre marketing strategies (under the direction of the Manager Customer Solution - Sales) to maximize opportunities for growth;
- Identifying and developing customer retention/business opportunities on inbound/outbound calls;
- Initiating sales opportunities by supplementing the branch network's sales activities during peak selling periods and campaigns (i.e. RRSP'S) and acting as a product line expert to customers;
- Using validation tools in mortgage and retention skills to validate the work of the frontline agents. This validation may require remediation when errors are identified, and the Consultant is expected to manage the remediation with the client, while engaging appropriate partners including, but not limited to RESL, RSC, Customers Concerns, and
- Creating a digital culture by promoting Digital Channels including Scotia Online, Mobile and Mobile Wallet and Apple Pay etc.
- 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. Achieve and maintain required service level standards (i.e. adherency, calls per hour, cases per hour) by:

- Contributing to optimal efficiency of the Centre by ensuring productivity goals are attained;
- Minimizing risk and losses by knowing and adhering to Scotiabank’s policy, procedures and key controls;
- Proactively identify gaps in processes and systems and rais



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