Requisition ID:
234539
We are committed to investing in our employees and helping you continue your career at Scotiabank.
Purpose of the Role
The Customer Experience Advisor offers a quality service to our internal and external clients by providing a fast, accurate and professional solution to telephone, online and written inquiries through the efficient use of the Customer Experience Model. He / She acts as an expert and is responsible for providing a complete service of multiple Personal Banking products to our clients, as well as to all our branches, as well as to promote the use of our Alternate Channels to all clients.
The Customer Experience Advisor is also responsible for: a) First Call Resolution (FCR), b) Strengthen the relationship with our clients by identifying and discussing their needs, and recommend solutions, c) Make quality rehearsals to appropriate officers / departments, d) provide solutions according to customer needs.
In the interaction with others, the representative makes sure to maintain a service consistent with our values of Passion, Integrity, Respect and responsibility.
The employee will be evaluated according to the established goals.
Major Accountabilities
Take Full Responsibility To Provide Customers With a Professional, Courteous And Positive Experience Constantly Discovering The Needs, Providing Accurate Information And Solutions And Fulfilling The Commitments Through
Acquire and maintain detailed knowledge and a clear understanding of Personal Banking products and services.
Exercise discretion, within the approved authority limits, in solving problems promptly or in referring the client to the appropriate source as established in the Scotiabank Service Rules or in the Claims Management Procedure.
Provide both internal and external customers with information on their accounts and services through access to the Bank's online records and systems.
Empower all transactions / queries and if necessary, initiate / execute entries within the approved limits.
Respond independently to telephone and written inquiries by ensuring that the necessary measures are taken to fully address investigations.
Recognize and properly activate opportunities for business retention and further strengthen our clients' relationship with the Bank, through the effective use of the Customer Experience Model; and provide our customers with a breakdown of their account history through our files and various systems to obtain the necessary information.
- Provide clients with an outstanding level of service within the parameters of the Contact Center by effectively managing the workload, remaining available and ready to address the concerns of our customers through:
Maintain the necessary pending files and take appropriate and timely measures to effectively resolve the files.
Document precisely and effectively everything required to scale or follow up on cases;
Actively participate in queue maintenance when answering escalated or referred calls from your co-workers;
Act as coordinating liaison with various areas (ex. Branches, Service Providers, etc.) as necessary to fully satisfy our clients' problems in a timely manner.
Ensure that you have knowledge and a clear understanding of FCR and that you demonstrate it in all your calls;
Ensure that it makes customers feel that their business is appreciated;
Take full responsibility for all concerns / queries / claims of our clients directed to you, when resolving those issues within their authority and capacity, for customer satisfaction, or referring the client to the appropriate source / officer;
Prepare correspondence related to the external consultations of our clients.
Build And Strengthen Relationships With Customers Through Activities Related To Maximizing Opportunities To Promote The Bank's Services And Products. Contribute To The Achievement Of The Financial Objectives Established By
Recognize and execute quality referral opportunities.
Take responsibility for providing solutions according to customer needs, resolve objections, present precise solutions, and follow up.
Provide solutions that meet the immediate needs of our customers, and "plant the seed" for future needs.
Contribute to the implementation of the Center's marketing strategies (under the direction of its supervisor) to maximize growth opportunities.
Contribute to the financial objectives, as well as actively promote and provide appropriate solutions to customers through the Bank's products and services, through the application of the Customer Experience Model during conversations with our clients, or as support to meet their needs and support the country's financial objective.
Maintain strict compliance with the Guidelines for Business Conduct and security procedures regarding the assigned authorities and responsibilities; Report any unusual incident or fraudulent activity to an immediate supervisor.
Achieve and maintain the required standards of service level (e.g. Adherence, productivity, use of auxiliaries, AHT, Call Log) by:
Contribute to the optimal efficiency of the Centre by ensuring that the productivity objectives are achieved;
Minimize risks and losses through knowledge and adherence to DRCC policies, and the procedures of the Contact Centres and key controls;
Adhere to all the policies, procedures and audit requirements of the company / department;
Process customer requests (inquiries, transactions) in a timely and efficient manner;
Strictly adhere to schedules, thus guaranteeing service to our customers and response time quickly and efficiently;
Maintain the confidentiality of customer information.
Ensure that all transactions are compatible, and that full disclosure is provided and that all disclosure scripts are read verbatim on all calls.
Ensure that you are well informed regarding / abiding by the Business Conduct Guidelines, Privacy Code Information, Internet / Email usage code and other appropriate security guidelines.
Schedules
Mon-Fri 10:00 am-7:00pm | Saturday 9:00 am-6:00pm "Every other Saturday"
Mon-Fri 1:00 pm-10:00pm | Saturday 3:00 pm-12:00am "Every other Saturday"
Mon-Fri 3:00 pm-12:00am | Sundays 3:00 pm-12:00am "Every other Sunday"
Location(s): Dominican Republic : Distrito Nacional : Santo Domingo