As a Customer Solutions Advisor in the Outbound Mortgage department you will contributes to the overall success of the Canadian Banking Contact Centre (CBCC) 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. You will be working in a 24/7 Contact Centre environment and may be subject to shift work at all hours of the day depending on the business requirements.

Is This Role Right For You? 

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge:
  • Satisfying customer needs using the Customer Experience Model and by leveraging knowledge of the Bank’s services and products
  • Recognizing quality referral opportunities
  • Presenting knowledgeable advice-based solutions and following through.
  • Utilizing Next Best Activities (NBA’s) and Voice Biometrics to build a stronger relationship with the customer
  • Creating a digital culture by promoting Digital Channels including Scotia Online Mobile and Mobile Wallet and Apple Pay etc.
• Consistently provide customers with a professional, courteous, and positive experience by discovering needs, providing knowledgeable, accurate information and solutions, and following through on commitments:
  • Developing and maintaining a detailed knowledge base and understanding of assigned products, services and the various digital channels customer may choose to bank
  • Accurately resolving customer problems falling within approved authority limits or referring the customer to the appropriate source as described in the Bank’s Complaint Resolution Standards and Procedures.
  • Providing customers and applicable business partners with account information by accessing the Bank’s on-line records and systems.
  • Recognizing and acting on opportunities for business retention and reinforcing the customer relationship with the Bank through the application of the Customer Experience Model.
• Consistently provide customers with excellent service, effectively manage workload, and stay actively available to receive customer requests by:
  • Developing effective questioning skills conducive to gathering customer information accurately and comprehensively. This includes asking probing questions and listening, to ensure efficient call handing and call resolution.
  • Documenting and controlling all required follow-ups or escalations.
  • Maintaining pending files and taking appropriate action to resolve files for areas of responsibility including the regular review and count of outstanding items.
  • Actively participating in queue maintenance through call responses on escalated and referral calls.
  • Liaising with various parties (i.e., branches, third-party service providers, etc.) as required to fully satisfy customer issues in a timely fashion.
  • Ensuring that policies and procedures are adhered to within authorized limits

• Participate actively in team activities/initiatives by working cooperatively to the mutual benefit of all members and taking responsibility for self-learning and development by:
  • Learning and embracing new procedures, technologies, and processes
  • Participating in and supporting change initiatives for the team and the Centre
  • Contributing to effective team morale and employee relations through positive interaction with team members and participating in the Applause program
  • Ensuring me@scotiabank profile is up to date with current Personal Development Goals, working with the manager in the identification of skills, behaviours and competencies required to achieve goals
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions:
  • Operating at optimal efficiency of the Centre by ensuring productivity goals are attained
  • Minimizing risk and losses by knowing and adhering to Scotiabank’s policy, authentication procedures and key controls
  • Adhering to all company/department policies, procedures, and audit requirements
  • Prioritizing and processing customer requests (i.e., inquiries, transactions, case work) in a timely and efficient manner
  • Strictly adhering to schedules thereby ensuring prompt customer service and response time
• 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.
• Required to take approximately 30 inbound sales related calls a day or 220 outbound calls a day to existing customers and/or potential new customers
• Required to deepen the relationship with the customers by identifying and discussing the appropriate match between customer needs and available products and services

Do You Have The Skills? 

• Post-secondary education in business or other related disciplines is an asset
• Strong proficiency of the French and English language is required
• Excellent verbal and written communication skills are required
• Previous retail banking and contact centre experience are highly desirable
• Knowledge of Scotiabank’s products and services
• Ability to multi-task and use various systems to access information while engaging and interacting with the customer

Location(s):  Canada : Ontario : Toronto || Canada : Ontario : North York

07/29/2024

Address:

5516-5522 Yonge St, Units 4-7

Retail Banking Sales & Service

Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers. Works collaboratively within the branch and with BMO partners to deliver the desired customer experience and achieve overall business objectives.

• Identifies customer needs and initiates referrals to BMO colleagues.
• Supports customer requests for banking services, including handling transactions and supporting customers who walk into the branch.
• Welcomes customers warmly and meets their banking service and transactional needs with seamless execution.
• Offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.
• Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
• Contributes to meeting branch business results and the customer experience.
• Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
• Manages, loads, and reconciles cash transactions between treasury and various branch units (e.g. CRU).
• Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
• Acts as a key member of a collaborative and versatile branch and market team.
• Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.
• Organizes work information to ensure accuracy and completeness.
• Takes the initiative to find creative approaches that make each customer’s experience feel personal.
• Looks for ways to contribute to the ongoing improvement of the overall branch customer experience.
• Contributes to business results and the overall experience delivered in the branch.
• May work at multiple branches based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
• Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
• Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
• Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Complies with legal and regulatory requirements for the jurisdiction.
• Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
• Completes standardized tasks under supervision.
• Performs initial problem solving within given rules/limits & escalates when required.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
• High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs.
• Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
• Highly skilled at helping people who don’t find digital applications intuitive to gain confidence in how to use them and to understand their benefits.
• Projects a professional presence.
• Basic knowledge of specialized sales and business banking solutions to refer to specialists.
• Passionate commitment to helping customers.
• A focus on delivering a personal experience to customers.
• Resourceful self-starter with courage and confidence to approach customers.
• Readiness to collaborate and work in different capacities as part of a team.
• Strong interpersonal skills, including the ability to build rapport and connections with customers.
• An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
• Basic knowledge learned on the job.
• Verbal & written communication skills - Basic (in business environment).
• Organization skills - Basic (in business environment).
• Collaboration & team skills - Basic (in business environment).

$33,850.00 - $44,000.00

What we offer

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success

• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

• An extensive flex pension and benefits package, with access to virtual healthcare

• Flexible work arrangements

• Possibility to purchase up to 5 extra days off per year

• An annual wellness account that promotes an active and healthy lifestyle

• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

• Inspiring leaders and colleagues who will lift you up and help you grow

• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

Requirements:

Languages: Candidates must have knowledge of the English Language

Education: Candidates need standard educational qualifications such as a Secondary (high) school graduation certificate
Experience: Candidates should have experience of 1 to less than 2 years
Computer and technology knowledge: MS Excel, MS Outlook, MS Windows, MS Word

Location: Dunnville, ON
Shifts: Day, Evening, Weekend
Work setting: Urban area, Public sector

Physical Requirements:

• • The candidates should be able to work under pressure in a fast-paced environment
  • The candidates should be able to work with attention to detail

• The candidates should be able to stand for extended periods

Other Requirements:

• The candidate should be punctual, accurate, client focus, dependable, organized, initiative, flexible, reliable, and judgmental
• The candidates should have excellent oral communication, efficient interpersonal skills, and be able to work as a team player

Candidate Status:

• Candidate must be a Canadian Citizen or temporary or permanent resident of Canada
• Candidate must have legal authorization (Work Permit) to work in Canada
• If Candidates are unable to fulfill above mentioned requirements, don’t apply for the position

Responsibilities:

• The candidates should be able to address customers’ complaints or concerns
• The candidates should be able to answer inquiries and provide information to customers
• The candidates should be able to answer written and oral inquiries

Benefits:

• The candidates will get free parking and other various benefits as per collective agreement

How to apply:

If the position is fit for you and the basic requirements are fulfilled then you can now apply directly to the employer (along with your resume and cover letter) through the below-mentioned details.

By email
[email protected]

WHAT IS THE OPPORTUNITY?

Ownr, an RBCx Ventures company, is hiring a Customer Success Associate. Ownr is the leading platform for entrepreneurship in Canada. In this role, you will help thousands of entrepreneurs as they build and grow their businesses using the legal tools, perks, and other valuable resources provided by Ownr. You will encourage users to maximize the value of their Ownr subscription and answer their questions and concerns along the way. By providing a fantastic customer experience and using your ability to make complex concepts simple and understandable, you will promote retention, increase customer satisfaction, and safeguard the reputation of Ownr in the marketplace.

Guided by your passion for entrepreneurship, you will take the lead in gathering user feedback and ensuring that the voice of the customer is heard throughout the organization. You will collaborate with the product, design, marketing, and leadership teams to place the customer at the heart of Ownr’s future.

WHAT WILL YOU DO?

• Provide a strong customer experience by identifying customer needs, providing relevant product information, and troubleshooting any issues, while maintaining a positive, customer-centric attitude
• Escalate issues to relevant teams for investigation, and follow up both internally and with the customer to ensure the resolution
• Promote the value of the Ownr product, ensure customers obtain maximum utility from their subscription, and seek opportunities for upsells
• Build and maintain product expertise, as well as in-depth knowledge of internal and external business processes that affect the customer journey
• Develop and share best practices within the CS Team to continually improve the quality, effectiveness, and efficiency of our processes and initiatives
• Be the voice of the customer internally, and partner closely with cross-functional team members to translate business needs and product requirements into new solutions for customers
   

WHAT DO YOU NEED TO SUCCEED? 
Must have:

• English/French bilingualism
• Customer service experience in a startup environment and/or fast-paced growing organization
• Willingness to learn about legal concepts and other issues affecting business owners in Canada
• Excellent written communication skills and the ability to respond quickly to customer concerns
• Proactive attitude, and ability to identify and tackle new opportunities
• Interest in technology and building innovative online solutions 

Nice-to-have:

• Experience using Intercom, or similar customer-engagement software
• Background as a business operator and/or firsthand exposure to entrepreneurship

WHAT'S IN IT FOR YOU?

• Be part of a collaborative, progressive, and high-performing team, where your work is valued and directly impacts the organization's success.
• A strong organizational culture, where we thrive on the challenge to be our best, and we work together to help our clients thrive and communities prosper. We care about each other and believe that achieving success is a goal shared across the organization.
• A comprehensive Total Rewards Program including bonuses and flexible benefits.
• Leaders who support your professional development through coaching and managing opportunities.
   

RBC is committed to supporting flexible work arrangements when and where available. Details are to be discussed with the Hiring Manager.

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Job Skills

Customer Interactions, Customer Service, Customer Service Management, Group Problem Solving, Oral Communications, Problem Management, Teamwork, Written Communication

Additional Job Details

WATERPARK PLACE, 20 BAY ST:TORONTO

TORONTO

Canada

37.5

Full time

Personal and Commercial Banking

Regular

Salaried

2024-06-19

Position Summary

• Number of Positions Open: 5
• Posting Period: 29-May-2024 to 12-June-2024

Performs administrative and clerical functions that support the delivery of the Facilities Management services, including business operations improvements, client support, contract management and ongoing vendor and contract risk management, vendor and contract management. 

Major Responsibilities:

• Facilitates the resolution of client service and vendor requests from initiation to completion.
• Answers inquiries and provides client and vendor support through all Facilities Management communications platforms (including telephone, email, web portals, and in-person).
• Triages service options, identifies and actions appropriate service resolution paths for clients (for example, leaks, power outages, climate control, or pests).
• Facilitates communication with clients, vendors, and City staff.
• Monitors service requests and invoice payments to ensure compliance with Facilities Management service standards.
• Monitors and tracks work orders and escalates them as necessary with the vendor or city staff.
• Refers escalated issues to the Supervisor or Manager.
• Enters, retrieves, and interprets data in work management system databases.
• Reviews invoices to determine compliance with contracts and Corporate policies and practices and initiates follow-up actions, including vendor payment training and tracking
• Prepares, issues, and tracks Divisional Purchase Orders and Contract Release Orders with authorization from the applicable approver.
• Conducts surveys, informal interviews, and other forms of research with clients, vendors, and other stakeholders.
• Prepares and composes documents, statistical summaries, and reports for a variety of audiences.
• Performs data entry and monitors payroll transactions on the payroll system and ensures that they are accurately reflected on the Division's complement management system.
• Monitors, runs and verifies reconciliation reports.
• Uses a variety of specialized software packages to carry out responsibilities.
• Performs general administrative and clerical work as required.
• Prepares and records documentation related to personnel (leave of absence etc.

Key Qualifications:

1. Considerable experience responding to and resolving client and vendor requests in a fast multi tasking environment and withing comparable industry or field.
2. Considerable experience collecting, recording, analyzing, and reporting data utilizing database systems (e.g. Computerized Maintenance Management Systems) and MS Office Suite (e.g. Excel, Word, Outlook).
3. Considerable experience in office administration and financial processes (e.g. vendor management, invoicing, procurement).

You must also have:

• Excellent time management and organizational skills, including the ability to multi-task, set priorities, and meet deadlines under time constraints.
• Ability to write and format reports, documents, and correspondence for a range of audiences and conduct comprehensive reviews of documents and data with an emphasis on accuracy and attention to detail.
• Knowledge and ability to apply accounting, payroll, and purchasing policies and procedures
• The ability to apply specialized knowledge in multiple functional areas to carry out duties.
• Excellent customer service, problem solving, and conflict management skills, with the ability to work cooperatively with a team and independently.
• Excellent communication skills, with the ability to deal effectively with all levels of staff, clients, tenants, City Council, and the public.
• Able to handle confidential and sensitive information with discretion and tact.
• Ability to work 11am to 7pm, Monday to Friday is required for the temporary vacancies.

As a Customer Experience Manager – Airports, you will play an important leadership role in our ambition to become a top ten global airline.  Your priority will be to ensure the airline safely delivers on and exceeds our customers’ expectations of their Air Canada experience. By creating a safe, positive, and accountable environment, your dedication to customer service excellence and glowing hearted hospitality will allow you to anticipate and deliver on our customers’ needs, while providing proactive and empathetic leadership to our team.  

Posting End Date: May 29, 2024

The Customer Experience Manager role will provide the opportunity to work in various areas such as:  Station Operations Center, Airside/Ramp/Apron Operations, Baggage Services, Staff Deployment/Planning & In-Terminal Operations. In all areas you will be managing both our customers experience and providing leadership to our unionized employees (IAMAW & Unifor).

Your deliverables will include: 

• Representing our brand and company vision for customer service excellence; 
• Understanding our internal and external customers by anticipating needs and delivering on promises;
• Caring for our customers in difficult situations;
• Building and nurturing trusting relationships. Fostering employee development by empowering, coaching, and supporting our team to be their very best, 
• Managing front line unionized employees belonging to both Unifor and IAMAW  
• Working indoors or outdoors if applicable;
• 24-hour Airport operations will require shift work/weekends and holidays;

Qualifications

• Possess at least a high school diploma  
• A minimum of two years previous people management experience;
• Managerial Courage to make difficult decision to ensure operational integrity, safety, and an on-time performance;
• Ability to work flexible schedules (24-hour Airport Operation/ Shift work/Weekends and Holidays);
• Ability to successfully obtain a Restricted Area Identity Card (RAIC) & Airside Vehicle Operator’s Permit 
• Must have a full valid driver’s license;
• Ability to lift 50lbs;
• Ability to walk long distances and stand for long periods;
• Effective Decision Making in a timely manner during stressful situations
• Strong interpersonal skills (organizational, team oriented & focused)
• Entrepreneurial & self-managed abilities;
• A genuine passion for creating and leading a global top ten Airline customer and employee experience ;
• Ability to develop trust and rapport while providing employees performance coaching;
• An entrepreneurial, energetic and tenacious attitude; 
• Ability to adapt to new technology and to share that knowledge;

Conditions of Employment:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.

• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [email protected]

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

• We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location: Toronto-750 Law Ave. W., E2

As a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals.

Our Customer Experience Associates are people-centric and  connect with customers in a relatable way. As an essential member of the Canadian Banking Branch network, the focus is to provide exceptional service throughout the customer’s journey by:

• Taking a proactive approach to discovering our customer’s needs and listening to understand what they are asking for
• Processing day to day transactions
• Nurturing rich, long-standing relationships
• Contributing to the Branch’s targets by identifying and fulfilling simple sales opportunities
• Being a technology expert and sharing your knowledge by introducing clients to our mobile banking applications and assisting them to better manage their banking needs

Is this role right for you?  In this role you will:

• Build strong customer relationships and deliver excellent customer service
• Uncover and solve customers’ needs
• Explain complicated concepts simply
• Demonstrate success in a target-based performance environment, as well as contribute positively to a team-oriented work environment
• Demonstrate an eagerness to learn and determination to succeed

Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you:

• Have proven customer service skills through work or community involvement
• Are willing to assist in a professional, friendly and efficient manner
• Are available to work a flexible schedule
• Are comfortable in simple sales situations
• Have strong technical skills and the ability to promote digital and self-service banking options to our customers

What’s in it for you?

• The opportunity to join a forward-thinking organization surrounded by a collaborative team of innovative thinkers
• A rewarding career path with diverse opportunities for professional development
• Internal training to support your career growth and enhance your skills
• An organization committed to making a difference in our communities – for you and our customers
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• A competitive compensation and benefits package