Bilingual (English/french) Customer Solutions Advisor - Toronto, ON

Requisition ID: 209401

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

As a Customer Solutions Advisor in the Outbound Mortgage department you will contributes to the overall success of the Canadian Banking Contact Centre (CBCC) 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. You will be working 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.

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.
  • Recognizing and acting on opportunities for business retention and reinforcing the customer relationship with the Bank through the application of the Customer Experience Model.
• 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
  • 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
• 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 : Toronto || Canada : Ontario : North York || Canada : Ontario : Scarborough

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.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.