Contributes to the overall success of the Customer Contact Centres 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:
1. Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge

• Satisfying customer needs, building customer relationships and pro-actively expanding the base customers’ portfolio through the use of the Customer Experience Model and by leveraging knowledge of the Bank’s services and products
• Presenting knowledgeable advice-based solutions and following through.

2. 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 Mortgage and other assigned products, transactional services and the various digital channels customers 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 customer and applicable business partners with account information by accessing the Bank’s on-line records and systems.
• Recognizing and acting on opportunities for business retention and reinforcing the customer relationship with the Bank through the application of the Customer Experience Model.
• Developing 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 retaining their business
• Ensuring proper queue management is maintained so customer transactions can be processed in a timely manner
• Continually sustaining an awareness of competitors’ products, services and marketing initiatives; and being able to articulate how Scotiabank products/services provide superior value

3. Assist in and contribute to the development and growth of profitable business across the Protection, Borrowing, Investment and Day-to-Day Banking products and services by:

• Identifying and developing customer business opportunities on inbound/outbound customer calls; building and strengthening customer relationships by uncovering needs and providing relevant advice and solutions. Utilizing Next Best Activities (NBA’s) to build a stronger relationship with the customer
• Achieving personal solutions targets using advice-based solutions to recommend products / services as appropriate to meet customers’ needs.
• Contributing to the implementation of Centre marketing strategies (under the direction of the Manager Customer Solutions - Sales) to maximize opportunities for growth

4. Understand how the Bank’s risk appetite and risk culture should be considered in day to- day activities and decisions.

5. 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.

6. 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; and achieve and maintain service level standards by:

• Operating at optimal efficiency of the Centre by ensuring productivity goals are attained
• Minimizing risk and losses by knowing and adhering to Scotiabank policies, 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
• Maintaining the confidentiality of customer information and ensuring all transactions are compliant and that full disclosure is provided, and all relevant scripts are read verbatim on all calls
• Strictly adhering to schedules thereby ensuring prompt customer service and response time

7. Champions a high-performance environment and contributes to an inclusive work environment.

• 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
  • Ensuring me@scotiabank profile is up to date with current Personal Development Goals, working with the manager in the identification of skills, behaviours and competencies required to achieve goals

Dimensions:

• Works in a 24/7 Contact Centre environment and may be subject to shift work at all hours of the day depending on the business requirements
• The complexity of calls vary in nature as calls are received from all types of customers (primarily Mortgage customers) from those with lesser or indeterminate value and little complexity to those with higher value and complexity.
• Required to deepen the relationship with the customers by identifying and discussing the appropriate match between customer needs and available products and services
• Employees will be measured on their success in effectively recommending products/services/solutions based on customers’ needs

Education: Post-Secondary Education would be an asset

Work Experience/Skills: 

• Previous retail banking and contact centre experience are highly desirable
• Strong proficiency of the English language is required; Multi-lingual capabilities are highly desirable
• Excellent verbal and written communication skills are required
• 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

Working Conditions: 

Work in a standard office-based environment; non-standard hours are a common occurrence. This position requires the incumbent to work in a 24/7 Contact Centre office environment with a high level of customer interaction and computer use. The nature of telephone and online correspondence requires the CSA, Mortgages to be seated for extended periods throughout the shift handling various customer inquiries and urgent escalations. The CSA, Mortgages is constantly interacting with customers, which results in high sensory attention for extended periods of time. The CSA, Mortgages may be requested to work overtime during peak, statutory and general holidays and/or periods of increased volume.