Job Description

Requisition ID: 243935

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

Job Purpose

Contributes to the overall success of the Canadian Banking Contact Centre (CBCC) by ensuring individual goals, plans, and initiatives are executed in support of the team’s business strategies and objectives. Ensures all activities are conducted in compliance with governing regulations, internal policies, and procedures.

What You Will Be Doing

Deliver exceptional customer experiences by:

• Championing a customer-focused culture to deepen relationships and leverage broader Bank systems and knowledge.
• Discovering customer needs, providing accurate information and advice-based solutions, and following through on commitments.
• Promoting digital banking channels (Scotia Online, Mobile Wallet, Apple Pay) to create a digital-first culture.
• Utilizing tools such as Next Best Activities (NBA) and Voice Biometrics to personalize interactions.

Resolve inquiries and maintain service excellence by:

• Developing and maintaining detailed knowledge of assigned products, services, and digital channels.
• Accurately resolving customer problems within authority limits or escalating per Complaint Resolution Standards.
• Managing workload effectively, maintaining queue integrity, and documenting follow-ups and escalations.
• Liaising with branches and third-party providers to ensure timely resolution of customer issues.

Support team success and continuous improvement by:

• Participating in team initiatives, embracing new technologies and processes, and supporting change.
• Maintaining an up-to-date development plan in me@scotiabank and contributing to team morale through programs like Applause.

Ensure compliance and operational excellence by:

• Operating efficiently to meet productivity goals while minimizing risk and losses through adherence to policies, authentication procedures, and key controls.
• Meeting audit requirements and prioritizing customer requests in a timely manner.
• Strictly adhering to schedules to ensure prompt service and response times.

Champion Scotiabank values by:

• Acting in accordance with Scotiabank’s Code of Conduct and Global Sales Principles.
• Maintaining effective day-to-day business controls to meet obligations related to operational, compliance, AML/ATF/sanctions, and conduct risk.
• Contributing to a high-performance and inclusive work environment.

Dimensions

• Works in a 24/7 Contact Centre environment and may be subject to shift work at all hours of the day depending on business requirements.
• Handles calls of varying complexity across customer segments.

Skills You Already Have and What You Will Learn

• Strong customer service and problem-solving skills.
• Previous retail banking and contact centre experience are highly desirable
• Ability to build trustful relationships and apply effective questioning techniques.
• Knowledge of Scotiabank products and services; ability to promote digital channels.
• Comfort with multiple systems and tools to access information while engaging customers.
• Commitment to learning new procedures, technologies, and processes.
• Previous contact centre or banking experience is an asset.

Location(s): 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.