Customer Experience Advisor

Requisition ID: 216776Join a purpose driven winning team, committed to results, in an inclusive and high-performing environment. Customer Care Experience - Contact Center CanadaSchedules: Monday to Friday 11: 00am-8: 00pm | Every other Saturday or Sunday 11: 00am-8: 00pm Monday to Friday 12: 00 pm-9: 00 pm / Every other Saturday or Sunday 12: 00pm-9: 00pm PurposeContributes to the overall success of the Service & Sales in Canada 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.

Accountabilities Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge. Deliver friendly and professional service to Clients through inbound, outbound and eService channels in a fast-paced Contact Centre environment. Build long-term, multi-product, high value relationships with Clients for Tangerine Execute complex Client service transactions. Provide support to other agents in the Contact Centre. Strong knowledge of a wide range of financial services (for example, TFSA, Chequing/Savings accounts, RSPs, RIF etc. ) and share that expertise when interacting with Clients.

Educate Clients on a wide range of financial products (TFSA, Chequing/Savings accounts, RSPs, RIF etc. ) and on self-service channels in order to enable Clients to serve themselves online. Service existing Clients in a manner which drives resolution in one contact. Identify barriers to delivering an exceptional Client experience and escalate them to leadership. Deliver on individual and team objectives that support Tangerine. Respond to Clients via written channels. 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. Education / Experience Some post-secondary education or equivalent experience Relevant experience in a financial services environment Strong understanding of the concepts and skills required to sell financial products and services in a customer-centric environment.

Proven ability to provide exceptional customer service focused on building and retaining key Client relationships. Proven ability to learn and adapt to emerging call Centre technology. Strong written and verbal communication skills, Strong organizational skills. #GBSDRLocation(s): Dominican Republic : Santo Domingo : Santo Domingo East