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Bilingual (English/french) Customer Care Advisor

2 weeks ago

North York, Canada Scotiabank Full time

Requisition ID: 202021 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **Is This Role Right For You?** - Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge: - Satisfying customer needs using the Customer Experience Model and by leveraging knowledge of the Bank’s services and products - Recognizing quality referral opportunities - Presenting knowledgeable advice-based solutions and following through. - Utilizing Next Best Activities (NBA’s) and Voice Biometrics 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. - Consistently provide customers with a professional, courteous, and positive experience by discovering needs, providing knowledgeable, accurate information and solutions, and following through on commitments: - Developing and maintaining a detailed knowledge base and understanding of assigned products, services and the various digital channels customer may choose to bank - 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. - Providing customers and applicable business partners with account information by accessing the Bank’s on-line records and systems. - Consistently provide customers with excellent service, effectively manage workload, and stay actively available to receive customer requests by: - Developing effective questioning skills conducive to gathering customer information accurately and comprehensively. This includes asking probing questions and listening, to ensure efficient call handing and call resolution. - Documenting and controlling all required follow-ups or escalations. - Maintaining pending files and taking appropriate action to resolve files for areas of responsibility including the regular review and count of outstanding items. - Actively participating in queue maintenance through call responses on escalated and referral calls. - Liaising with various parties (i.e., branches, third-party service providers, etc.) as required to fully satisfy customer issues in a timely fashion. - Ensuring that policies and procedures are adhered to within authorized limits - 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 - Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions: - Operating at optimal efficiency of the Centre by ensuring productivity goals are attained - Minimizing risk and losses by knowing and adhering to Scotiabank’s policy, authentication procedures and key controls - Adhering to all company/department policies, procedures, and audit requirements - Prioritizing and processing customer requests (i.e., inquiries, transactions, case work) in a timely and efficient manner - Strictly adhering to schedules thereby ensuring prompt customer service and response time - 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. - Required to take approximately 30 inbound sales related calls a day or 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 **Do You Have The Skills?** - Post-secondary education in business or other related disciplines is an asset - Strong proficiency of the French and English language is required - Excellent verbal and written communication skills are required - Previous retail banking and contact centre experience are highly desirable - 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 : North York Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their f