Customer Care Advisor

Requisition ID: 245125 Join a purpose driven winning team, committed to results, in an inclusive and high-performing environment. Schedules Customer Experience Advisor
- Contact Center Monday to Friday 9:00am-6:00pm | Every other Saturday or Sunday 9:00am-6:00pm Monday to Friday 3:00pm-12:00am | Every other Saturday or Sunday 3:00pm-12:00am Monday to Friday 4:00pm-1:00am | Every other Saturday or Sunday 4:00pm-1:00am Monday to Friday 11:00am-8:00pm | Every other Saturday or Sunday 11:00am-8:00pm Monday to Friday 12:00pm-9:00pm | Every other Saturday or Sunday 12:00pm-9:00pm Purpose Contributes 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 #DRGBS Location(s): Dominican Republic : Santo Domingo : Santo Domingo East