Requisition ID: 232178
Employee Referral Program – Potential Reward: $0.00

We are committed to investing in our employees and helping you continue your career at Scotiabank.

Customer Service Officer

JOB SUMMARY/PURPOSE

Contribute to the overall success of the Branch, ensuring that customer needs for service and simple sales are met in accordance with individual goals in support of the team’s business strategies and objectives. Ensure that all activities conducted are in compliance with governing regulations, internal policies and procedures.

MAJOR ACCOUNTABILITES

• Champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• The Customer Services Officer is responsible for contributing to the overall success of the branch by meeting negotiated service standards and goals, while adhering to Bank security, operational and compliance procedures and policies. These goals relate to the identification of customer needs, fulfillment of digitally assisted sales, generation of quality referrals, meeting customer service standards, teamwork and personal development.
• In particular, the Customer Services Officer is in charge of receiving customers at the branch on a daily basis and classifying them according to their needs and specific order of priority in order to provide them with the best service, including identifying and meetings sales needs within their purview answering basic product questions, and referring customers to the most appropriate sales officer.
• Meeting the needs of customers who need to carry out Cash and non-cash banking transactions, promoting alternative self-service banking channels, such as online banking, mobile banking, ABMs and the telephone banking, to personal and small business banking customers, and assisting them in using these channels if necessary.
• Providing a superior customer experience in all interactions in order to achieve the overall performance objective of the branch in the consumer protection survey (El Pulso-NPS, CAP).

1. • Meet or surpass weekly, monthly and annual service and referral objectives.
   • Always fulfil our Service Promise:
   • Make every customer feel welcome.
   • Take time to understand and anticipate customer needs.
   • Provide advice and solutions that are right for each customer.
   • Follow-through and keep my promises.
   • Sincerely thank every customer, every time.
   • Attend meetings for branch personnel.
   • Participate monthly, with due preparation in advance, in individual coaching sessions to continually improve service performance

• Support the overall sales work of the branch by identifying sales referral and digitally assisted sale opportunties.

1. • Listen to the customer to fully identify their needs and match them with the appropriate solution(s).
   • Present personalized solutions and address all concerns, making sure that proposals meet the apparent need as expressed and are beneficial to the customer.
   • Close the sale, providing advice as needed, and thank the customer for choosing our Bank.

• Address and effectively resolve any requests, questions and concerns expressed by customers in all segments of personal and small business banking in relation to service.

1. • Begin the interaction with the customer with a timely and friendly greeting, use the customer's name at least twice during the session, adopt a professional attitude and demonstrate willingness and enthusiasm to serve them
   • Listen to the customer's needs to be sure that the details are understood, asking questions to clarify when needed and paraphrasing to confirm what has been understood.
   • Provide clear, relevant information on the necessary steps of the service requested and explain their reason and duration. Present the reasons to the customer in plain language and from the customer's perspective when transactions are more complicated or a problem arises.
   • Take full responsibility for any questions, concerns and complaints received from customers, resolving them as you see fit until the customers are satisfied or referring them to the next level of authority.
   • Check for correct processing, entry, balance and verification of agreement with approved limits, after having verified that the customer knows the self-service banking channels that he or she can use for current transactions. End the interaction with appreciation after confirming that all needs have been met and thanking the customer for choosing our Bank.

• Identify opportunities for the generation of referrals for sales officers and other business lines.

1. • Effectively identify sales opportunities that are not of a transactional nature and refer the customer to the most appropriate sales officer (as per segment) via the Sales Platform.
   • Effectively identify needs other than those of the personal banking segment and correctly use the process for sending referrals between Bank segments.
   • Follow-up to ensure that the customer is satisfied with the result.
   • Maintain practical knowledge of the features, benefits and price setting policies of Premium Banking, small business, wealth management and commercial banking products to effectively identify opportunities for generation of referrals.

• Perform duties with regard to branch compliance and security, as indicated in the Branch Services and Procedures Manual

1. • Apply the "Know Your Customer" guidelines, as well as the procedures for the verification and documentation of the customer's identity, source of funds, and type of activity that will be carried out.
   • Confirm the accuracy of the customer's current information and update it if necessary.
   • Perform "Know Your Customer" method checks when any unusual and significant activity occurs in accounts and check that the transactions are reasonable and acceptable.
   • Participate in all required training activities on money laundering and compliance.
   • Report any unusual occurrence or fraudulent activity to your compliance officer or supervisor, in conjunction with the Money Laundering Prevention Guidelines.
   • Always comply with procedures and policies regarding cash, custody and security of all negotiable instruments, keys, combinations, swipe cards, entry cards or other security devices in your care.
   • Respect the duties of the position and Bank policies.
   • Comply with security procedures of the Bank and the branch with respect to assigned duties and responsibilities.
   • For your personal safety, comply with all security procedures, in particular with regard to the safekeeping of cash, transporting cash during office hours, and the opening and filling of night deposit boxes and automatic banking machines.
   • For the financial security of the customers, keep their information confidential.
   • Avoid any conflict of interest, by personally controlling all secure access devices assigned to you (keys, combinations and passwords).

• 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/WORK EXPERIENCE/DESIGNATIONS

• Practical knowledge of the following aspects of the Bank:
• • Cash, custody and security processes and procedures.
  • Branch routines, policies, procedures, operations and functions, as applicable.
  • Branch systems (ITP/ eTeller and IAP) and the sales and service platform (Sales Platform).
  • Regulatory compliance: privacy, anti-money laundering and anti-terrorism financing, and "Know Your Customer" guidelines.
  • Personal banking and small business products, services and transactions, product features and benefits, along with the corresponding price setting policies and procedures.
  • Self-service banking channels, including familiarizing yourself with the offers available in certain markets and with the activation and use of online and mobile banking channels.
  • Internal referral generation process based on classification and prioritization.
  • Internal referral and partner generation process from Wealth Management, Premium Banking and Small Business Banking.
  • Commercial services and transactions, with their respective procedures, as needed.

Location(s):

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.

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