- Quickly and efficiently handle customer requests (queries, transactions, case analysis).
- Accurately and efficiently record necessary follow-ups or escalations and provide proper follow-up.
- Strictly adhere to deadlines to ensure efficient customer service and short response times.
- Actively participate in handling incoming calls by optimizing response times and following task priorities.
- Address customer needs following the iCARE model.
- Acquire and maintain in-depth knowledge and understanding of policies, processes, products, and services.
- Acquire and maintain a thorough understanding of internal platforms (Scotia Live, Flight Desk, mobile services, etc.).
- Update, correct, and adjust customer accounts within allowed limits.
- Resolve issues quickly and efficiently using judgment within allowed limits, seeking assistance from the manager when needed.
- Coordinate between different units (Operations, Products, Sales, Business Development, SSI, etc.), if necessary, to promptly ensure customer satisfaction.
- Contribute to the Center's efficiency by ensuring productivity goals are met.
- Mitigate risks and losses by knowing and abiding by key policies, procedures, and control mechanisms.
- Identify promising opportunities and act upon them accordingly.
- Build effective work relationships with team members and various functional units and business functions.
- Foster open and transparent communication by actively participating in review meetings and team meetings, encouraging the expression of new ideas or approaches, actively sharing knowledge and experience to contribute to the development of all team members.
- Design and implement a relevant employee development plan.
- Actively support team and Center change initiatives and participate in them.
- Post-secondary education in commerce, business administration, or financial planning.
- CVC
- Sales experience is an asset.
- Reduced brokerage experience
- In-depth knowledge of the following investment products: stocks, fixed income securities, and mutual funds.
- Strong attention to detail and ability to identify risks for the business.
- Ability to achieve goals and work independently.
- Excellent communication and interpersonal skills.
- Ability to quickly and accurately learn new tasks.
- Ability to adapt to a constantly evolving work environment and roles based on the situation and management direction.
- Excellent time and priority management skills to ensure optimal phone service and adherence to established service standards.
- Strong willingness to provide an exceptional customer experience.
- Mandatory proficiency in English; knowledge of French is considered an asset.
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Spécialiste - Toronto, Canada - Scotiabank
Description
Join a winning, committed, and results-oriented team that operates in an inclusive and high-performance culture. As a Customer Service Representative (CSR) in the Negotiation and Service team, Email and Chat, you will be the main point of contact for Scotia iTRADE customers reaching out to the Contact Center primarily via email and chat through Scotia iTRADE's email addresses and web pages (including the Bank's website or Scotia Live). The CSR provides fast, professional, and quality service that meets standards and always prioritizes the customer.
When necessary, the CSR will transition from chatting to a phone call and/or email to swiftly and efficiently resolve customer issues. This Customer Contact Center/Email Agent will act as an expert, providing comprehensive service and support to current and potential customers to address their product and service inquiries. They will also be responsible for offering additional services to customers and identifying or creating opportunities for cross-selling or referrals.
The incumbent actively adheres to the business sector's strategy - promoting a customer-focused culture - directly contributing to the company's success and profitability.
Key Responsibilities
Effectively respond to customer requests by meeting or exceeding Scotia iTRADE service standards, aiming for first-call resolution, including:
1. Individually respond to email and chat requests, and take necessary actions to provide relevant solutions and follow through.
2. Demonstrate initiative in correcting issues that strongly affect customer satisfaction, including:
3. Adhere to Contact Center, Scotia iTRADE, and securities industry policies and practices, including:
4. Strengthen existing Scotia iTRADE relationships and create new business opportunities, specifically cross-selling and referral opportunities, including:
5. Contribute to Scotia iTRADE's effective operation:
Education, Professional Experience, and Titles
Relevant Specialization Courses
Experience
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