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As a Customer Experience Associate/ Carleton University/ Permanent/ Part-time 26.25h, 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

Application Close: 28/06/2024

Successful applicants meeting the employer’s qualification standard will be placed on an eligibility list in order of seniority. This list will be used to staff current and ongoing requirements until 30/06/2024.

WHAT YOU NEED TO KNOW

• Language Requirement: Designated Day 1 Ready – immediate requirement for language proficiency: French: oral, reading, writing English: oral, reading, writing Candidates must meet language requirement for position upon hire.       
• Police Record Check: The successful candidate will be required to complete a Criminal Records and Judicial Matters Check with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction.; Police record checks completed by a third-party company will not be accepted.  
• Driver’s License Requirement:  This position requires the successful candidate to use their own transportation.  
• You may initially be paid 95% of your starting rate of pay, in accordance with the collective agreement.
• Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements. 
• Please save a copy of the job poster. Once the closing date has passed, it will no longer be available. 

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted. 

Successful applicants meeting the employer’s qualification standard will be placed on an eligibility list in order of seniority. This list will be used to staff current and ongoing requirements until 30/06/2024.

WHAT YOU NEED TO KNOW

• Language Requirement: Designated Day 1 Ready – immediate requirement for language proficiency: French: oral, reading, writing English: oral, reading, writing Candidates must meet language requirement for position upon hire.       
• Police Record Check: The successful candidate will be required to complete a Criminal Records and Judicial Matters Check with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction.; Police record checks completed by a third-party company will not be accepted.  
• Driver’s License Requirement:  This position requires the successful candidate to use their own transportation.  
• You may initially be paid 95% of your starting rate of pay, in accordance with the collective agreement.
• Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements. 
• Please save a copy of the job poster. Once the closing date has passed, it will no longer be available. 

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted. 

 WHAT YOU NEED TO KNOW

• Language Requirement: Designated Bilingual – specific level of language proficiency: French: oral, reading, writing required. English: oral, reading, writing required. Candidates who do not meet language requirements will be required to participate in training.  
• Police Record Check: The successful candidate will be required to complete a Criminal Records and Judicial Matters Check with the Police Services detachment in their jurisdiction to the Ottawa Public Library's satisfaction.; Police record checks completed by a third-party company will not be accepted.
• Additional vacancies may occur during the competition process. 
• Alternative educational credentials combined with job-related experience, demonstrated performance, and ability may be considered in lieu of stated academic requirements. 
• Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted. 

"Applications received may be used to staff current and on-going requirements for up to 6 months"

WHAT YOU NEED TO KNOW

• Language Requirement: Various language requirements, locations may require English only, French only OR Bilingual competencies. Some positions require English oral, reading, and writing. Some positions required French oral, reading and writing.       
• Police Record Check: The successful candidate will be required to complete a Criminal Records and Judicial Matters Check with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction.; Police record checks completed by a third-party company will not be accepted.  
• You will initially be paid 95% of your starting rate of pay, in accordance with the collective agreement.
• Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements. 
• Please save a copy of the job poster. Once the closing date has passed, it will no longer be available. 

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted. 

Successful applicants meeting the employer’s qualification standard will be placed on an eligibility list in order of seniority. This list will be used to staff current and ongoing requirements until 30/06/2024.

WHAT YOU NEED TO KNOW

• Language Requirement: Designated Day 1 Ready – immediate requirement for language proficiency: French: oral, reading, writing English: oral, reading, writing Candidates must meet language requirement for position upon hire.       
• Police Record Check: The successful candidate will be required to complete a Criminal Records and Judicial Matters Check with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction.; Police record checks completed by a third-party company will not be accepted.  
• Driver’s License Requirement:  This position requires the successful candidate to use their own transportation.  
• You may initially be paid 95% of your starting rate of pay, in accordance with the collective agreement.
• Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements. 
• Please save a copy of the job poster. Once the closing date has passed, it will no longer be available. 

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.

SUMMARY

As a member of the BGIS SCS Support Team, you will demonstrate a superior commitment to meeting customer needs by providing prompt and accurate responses to client requests to ensure all aspects of the contract are being fulfilled, with an emphasis on quality control & striving to exceed client expectations. 

KEY DUTIES & RESPONSIBILITIES

Functioning as a core member of the Support team and reporting to the Customer Service Coordinator the Customer Service Representative will:

• Be the first line of communication for our customers, as such a positive attitude and “can do” attitude are paramount
• Greet customers warmly and make every customer feel like they are our number one client
• Ensure client's expectations are met, resolving issues quickly, and being proactive with client needs and requirements
• Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; explaining and deploying the best solution to solve the issue; expediting correction or adjustment; following up to ensure resolution
• Place, follow up and close work/supply orders according to established procedures
• Keep accurate records of discussions or correspondence with customers
• Prepare service reports by collecting and analyzing customer information
• Build and maintain relationships with new and existing accounts
• Identify trends and patterns of client issues or work systems, initiate improvement or escalate to appropriate person
• Provide general administrative and reception backup support
• Work as a team player with fellow staff members to optimize productivity
• Represent the company and what we stand for
• Other duties as assigned

KNOWLEDGE & SKILLS

• Demonstrated customer service skills
• Bilingual - English and French a must
• Ability to communicate effectively verbally and in written format with both internal and external stakeholders at all levels
• Professional, courteous, approachable manner with a "can-do" attitude
• Good computer/data entry skills and knowledge of Microsoft Office Software 
• Ability to work in a fast paced environment to accomplish multiple goals
• Excellent time management and problem solving skills/ must adhere to tight deadlines/respond quickly to situations/be able to effectively execute solutions
• Self-disciplined and accountable with strong interpersonal skills
• Ability to work independently and as a team
• Ability to multi-task, prioritize work effectively and meet multiple deadlines
• Effective attention to detail and a high degree of accuracy
• Demonstrated ability to deal with change, make decisions and implement creative solutions
• Post-secondary education in a related field or commensurate work experience 
• Past customer service and/or sales experience is preferred

BGIS SCS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

11/17/2024

Address:

320 boulevard Saint-Joseph

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).

As a Client Solution Advisor you will be responsible for onboarding customers that have purchased a mortgage through our indirect mortgage salesforce. Your role will be to deepen customer relationships through the sale of banking solutions.

Is this role right for you?

• You’re results focused, driven, have strong sales acumen, and love meeting new people
• You’re willing to work variable hours including weekends and evenings and you’re available to meet customers at times that are convenient for them both in person and virtually
• Strong interpersonal skills to manage and build solid partnerships both internally and externally
• You possess and maintain a driver’s license and have access to personal transportation during working hours

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

• You have proven experience excelling in a sales environment (across any industry)
• You enjoy the challenge of exceeding targets
• You have effective time management, organization skills and are self driven
• You’re a relationship builder who is focused on providing a great customer experience and deepening relationships with both new and existing customers

What's in it for you?

• Supportive environment with coaches that are inspired to help you exceed your goals
• Flexible workday options
• The tools you need to be successful providing customers with advice and product solutions
• Lucrative compensation package that includes base salary and quarterly compensation, putting you in control of how much you can earn
• Unique lead generation program, where we provide you pre-approved customer leads to generate your sales from

Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English & French because they will serve English-speaking clientele.

As a member of the Personal and Business Banking Team, you’ll work in a fast-paced Banking Center and use your knowledge of financial services products to help clients with their day-to-day banking needs. As a Client Service Representative, whether it’s answering questions, assisting with transactions, or proactively connecting clients with the right team members, you’ll be the first line of support as clients work towards their financial goals. You’re flexible to work our banking centre hours which may include evenings and weekends. To help deliver a great client experience, you’re flexible to work at multiple banking centres within a reasonable travel distance. 

At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, you'll be on-site.

How you'll succeed

• Client engagement - Help clients manage their accounts and products. Focus on the client experience and make interactions meaningful. Connect clients to the right CIBC team members who can help them reach their goals.
• Problem solving - Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by taking accountability for client issues, and know when to lean on others to create a better solution together.
• Leveraging technology - Become a technology expert. Share your knowledge by introducing clients to our mobile banking applications, helping them to better manage their banking needs.

Who you are

• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it’s the right thing to do.
• You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.
• You’re passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You connect with others through respect and authenticity.
• You love to learn. You're passionate about growing your knowledge. You have a strong sense of curiosity.
• You engage with your heart and mind. You care about people and respect different perspectives. You listen to and learn from the experiences of others.
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

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.

End Date: October 9, 2024 (7 days left to apply)

Job Location

Nepean-Barrhaven Town Centre

Employment Type

Regular

Weekly Hours

15

Skills

Client Issue Resolution, Client Service, Customer Experience (CX), Digital Literacy, Empathy (Inactive), Financial Products, Interpersonal Communication, Standards Compliance, Transaction Services