Overview

Location(s):  Canada : Ontario : New Liskeard 

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

Location(s):  Canada : Ontario : Milton 

Location(s):  Canada : Ontario : Deep River 

What is the opportunity?

As a Centre Support Agent within Creditor Insurance, the candidate will provide professional, attentive and accurate service to our internal partners at first point of contact. You will be responsible to meet the immediate needs of the client/partner by processing tasks as required and resolving issues. You will also take accountability to accurately complete transactions and deliver a superior client experience with every interaction, and your primary goal is to provide right solution to our clients/partners, understand their/business needs and respond with the appropriate service or product offering.

What will you do?

•Provide consistent service within established Client Service Commitments/Service Partner Commitments and seek to improve the quality, timeliness and consistency of processing operations.

•Identify and recommend solutions to recurring errors and servicing gaps to Team Manager.

•Support revenue growth and focus on other opportunity spotting initiatives, while contributing to the overall success of the team by sharing new ideas and best practices.

•Ensure all authorities (SECAF, anti-money laundering, systems access etc.) are adhered to, reviewed and understood.

•Actively participate in coaching opportunities and learning opportunities to improve his/her individual and team contribution through collaboration.

•Ensure all documents are examined for completeness and accuracy and take appropriate steps to correct for client.

What will you need to succeed?

Must-have

•Strong knowledge of Creditor Insurance, systems, and ability to work in a fast-paced environment

•Strong verbal and written communication skills

•Adaptability to change

•Attention to details and investigative skills

Nice-to-have:

•Bilingual, fluency in both English and French

•BLIP trained

Special Conditions

Flexibility to work a shift within the hours of business; Monday to Friday from 8am to 8pm

What's in it for you?

• A Total Rewards program that includes flexible benefits, work/life balance and career development programs and investment and retirement savings plans

• Competitive pay and high-earning potential

• All the tools, training, and team support you need to grow your career

• Flexible work/life balance options

• Sophisticated RBCI software tools to boost your productivity

Job Skills

Communication, Coverage Analysis, Customer Service, Decision Making, Insurance Operations, Knowledge of Claims, Settlement Negotiations

Additional Job Details

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA

MISSISSAUGA

Canada

37.5

Full time

INSURANCE

Regular

Salaried

2025-03-10

2025-03-15

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

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

03/29/2025

Address:

120 Eringate Drive

Location(s):  Canada : Ontario : King City 

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 

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

Qualifications