Contributes to the overall success of the ScotiaHelps 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.

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

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Accurately process, as per documented procedures, all forms of correspondence, including, but not limited to, emails, fax, regular/returned mail, worklist through workflow, internal courier mail and manual letter preparation.  

• Accurately process, post and maintain daily transactions on accounts to be Written Out of Records (WOR), assignments of Unauthorized Overdrafts to Collection Agency, chargeback of authorized overdraft accounts for both retail and small business, ensuring all applicable systems of record are documented with actions taken.  

• Respond to Customer inquiries when presented through Inbound assigned telephone lines.   

• 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, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct. 

• Champions high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team. 

What's in it for you?

• Process per hour at a minimum:  17 pieces of return mail or 14 Administrative items (Correspondence/WOR processing/Overdraft Chargeback processing).

• All delinquent Retail and Small Business accounts for Canada supported.

• Direct impact on Customer Experience in the accurate and timely processing of entries/ correspondence.  

• Utilize all Host and Collections systems to accurately document and process assigned administrative tasks.  

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

• Secondary School Diploma or equivalent 

• Administration Experience in Collections an asset

• Back Office Domestic Branch Experience an asset

• Strong organizational skills and demonstrated effective time management 

• Strong communication skills

Some more information you might need to know:

• Office-based environment including hybrid

• Working Hours: Monday - Friday, 8 am - 4 pm EST

• Location: 2201 Eglington Avenue East, Scarborough

• Non-standard hours are a common occurrence.  

• Occasional domestic and international travel  

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

• Location: 385 Passmore Avenue, Scarborough, ON M1V 4B3, Canada

To assist the manager in administrative and customer service operations duties as required. To assist the station customer service representatives and participate as a working member in the handling of customer inquiries by handling unusual or difficult customers and acting as an expert resource on features of service, P&P, customs requirements. To assist managers in the monitoring and improvement of customer operations. To model the way for hourly employees by becoming a mentor and demonstrating role model behaviour including strong communication, conflict resolution and leadership ability (through Best Practices methods). Promotes continued sales and generates potential incremental revenue whenever possible

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

High School Diploma or GED Equivalent

6 months FedEx customer service representative experience

Microsoft Word - Basic

Microsoft Excel - Basic

Ability to gain & maintain FedEx DG Specialist certification

Ability to successfully complete all basic and recurrency training.

EXCEL/LEAP candidates preferred

Good understanding of FedEx products, features of service, general operations

Must have the ability to lift 70 lbs & manoeuvre any package weighing up to 150 lbs with appropriate equipment

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

High School Diploma or GED Equivalent

6 months FedEx customer service representative experience

Microsoft Word - Basic

Microsoft Excel - Basic

Ability to gain & maintain FedEx DG Specialist certification

Ability to successfully complete all basic and recurrency training.

EXCEL/LEAP candidates preferred

Good understanding of FedEx products, features of service, general operations

Must have the ability to lift 70 lbs & manoeuvre any package weighing up to 150 lbs with appropriate equipment

Additional Details:PFT Shift: Mon-Fri 0700AM-1600PM

Purpose
Contributes to the overall success of the Canada Collections 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.
• Accurately process, as per documented procedures, all forms of correspondence, including, but not limited to, emails, fax, regular/returned mail, worklist through workflow, internal courier mail and manual letter preparation.  
• Accurately process, post and maintain daily transactions on accounts to be Written Out of Records (WOR), assignments of Unauthorized Overdrafts to Collection Agency, chargeback of authorized overdraft accounts for both retail and small business, ensuring all applicable systems of record are documented with actions taken.  
• Respond to Customer inquiries when presented through Inbound assigned telephone lines.   
• 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, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct. 
• Champions high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team. 

Dimensions:

• Process a minimum of 100 pieces of correspondence daily or the equivalent minimum standard in WOR processing/Overdraft Chargeback processing.
• All delinquent Retail and Small Business accounts for Canada supported.
• Direct impact on Customer Experience in the accurate and timely processing of entries/ correspondence.  
• Utilize all Host and Collections systems to accurately document and process assigned administrative tasks.  

Education & Experience Requirements:

• Secondary School Diploma or equivalent 
• Administration Experience in Collections an asset
• Back Office Domestic Branch Experience an asset
• Strong organizational skills and demonstrated effective time management 
• Strong communication skills

Working Conditions:

• Working Hours: Monday - Friday, 8 am - 4 pm EST

• Location: 2201 Eglinton Avenue East, Scarborough OR 1870 Alta Vista Drive, Ottawa

• Office-based environment including hybrid

• Non-standard hours are a common occurrence.  

• Occasional domestic and international travel

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

Our Senior Customer Experience Associates 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. 

We are looking for an enthusiastic, driven individual who enjoys meaningful conversation and supporting others. As an essential member of the Canadian Banking Branch network, the focus is to provide exceptional service throughout the customer’s journey by: 

• Acting as a lobby leader; ensuring customers are appropriately triaged and/or assisted 
• Contributing to the Branch’s targets by identifying and fulfilling simple sales opportunities, including opening day-to-day accounts, fulfilling pre-approved credit opportunities, and processing GICs 
• Nurturing rich, long-standing relationships 
• 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 strong customer service skills 
• Are willing to assist in a professional, friendly and efficient manner 
• Are available to work a flexible schedule 
• Have experience with conducting simple sales, proactive marketing calls and providing financial advice  
• Have strong technical skills, able to promote and demonstrate the use of digital/self-service banking options 
• Previous banking experience is a strong asset 

What’s in it for you?

• The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers 
• A rewarding career path with diverse opportunities for professional development 
• 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

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

Senior Customer Experience Associate - Louis St Laurent & Thompson, Milton (30 hours/weekly)

Location(s):  Canada : Ontario : Milton 

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