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Overview

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

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.

You will discover

Here's what eligible associates will benefit from:

• Unique culture promoting inclusion
• Specific training and workplace resources to increase your skills
• Discounts on merchandise at all TJX Canada stores for you and your eligible family members
• Employee and Family Assistance Program

What you will do 

A very varied job awaits you, we can assure you of that. You will contribute to different areas of the store, such as merchandise processing, warehouse and customer service. Here are some of the key responsibilities of this position:

• Practice operating rules to provide excellent customer service. Communicate updates and changes clearly, and train associates on policies and procedures associated with each service area.
• Know how to plan, prioritize tasks and provide direction to associates in collaboration with the management team.
• Train and develop associates on merchandise presentation as well as how to provide excellent customer service, encouraging an environment of collaboration and continuous improvement.
• Play a key role in improving the shopping experience by coordinating and organizing the flow of merchandise, to ensure an attractive sales floor that meets presentation standards.
• Create inspiring displays in main areas, implement the store's fashion, brand and quality strategy using dynamic feature changes to drive sales and influence trends.
• To see this role a little closer, click [ HERE ]

What you will need

• To start a career with us, you must have the following skills:
• A minimum of 1-2 years of relevant experience, preferably in retail or service industry.
• A high school diploma or equivalent work experience.
• Skills for problem solving, verbal and written communication, as well as active listening.
• Excellent customer service skills with the ability to identify expressed and unexpressed requests and needs of customers and associates.
• An ability to create and maintain a warehouse.

Hourly salary range: $17.75 - $22.19*

The Bell Mobility team offers the best and latest mobile devices, wireless services and Internet of Things solutions to consumer and business customers, with the top speeds, coverage and reliability on Canada’s Best National Network. We love to innovate, embrace big challenges, and live for the newest technology

#EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec. 

Additional Information:

Position Type: Retail Stores 
Job Status: Regular - Part time 
Job Location: Canada : Quebec : Brossard 
Work Arrangement: [[externalWorkArrangement]]
Application Deadline: 01/13/2025

KEY ACCOUNTABILITIES

CUSTOMER

• Create an exceptional customer experience with every client interaction and contribute to the ongoing improvement of the overall customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions
• Identify customer needs and determine solutions to customer problems
• Use ability to discover and advise on meeting/exceeding customer needs by asking curious questions
• Offer comprehensive product knowledge and/or guidance as it relates to their respective business area
• Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary
• May identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
• Expected to meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of customer/partner life cycle needs
• Identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
• Complete a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner
• Identify customer needs and determine solutions to customer problems, particularly as it relates to digital banking products and services

SHAREHOLDER

• Contribute to the achievement of business objectives by identifying advice opportunities and referrals, enabling business growth
• Promote full suite of products, advice, services and banking capabilities
• Understand and apply operating policies and procedures
• Contribute to business objectives for Operational Excellence
• Support the timely and accurate completion of business processes and procedures
• Escalate non-standard or hig- risk transactions / activities as necessary
• Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
• Support and participate in process improvement opportunities
• Ensure necessary due diligence to support the accuracy of all customer transactions / activities
• Be knowledgeable of and comply with Bank Code of Conduct

EMPLOYEE / TEAM

• Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
• Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
• Participate in personal performance management and development activities, including cross training within own team
• Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
• Contribute to a fair, positive and equitable environment that supports a diverse workforce
• Act as a brand champion for your business area/function and the bank, both internally and/or externally

BREADTH & DEPTH

• Requires developed knowledge and skills to offer service and advice for a range of product and services
• Requires a broad knowledge and understanding of the full product suite, services and processes of the business area, and can be characterized as low to moderate in complexity/risk
• Provide exceptional inbound and/or outbound service and/or advice support to customers/partners on a range of moderately complex financial products and services.
• Provides recommendations and guidance to customers and / or internal partners
• Provides solutions to problems in customer situations that are atypical or infrequent, or not covered by stated processes
• Understands how the team integrates with others to accomplish business objectives
• Impacts the quality, timeliness and effectiveness of the advice team or services provided to customers
• Suggests improvements to work practices and advice or customer service processes to achieve results or improve efficiency of the advice team
• Explains detailed and/or complicated information within the team; builds working relationships with customers and related teams
• Identifies and resolves issues within discretion and authority on processes, transactions or escalates internally as required
• Requires full proficiency gained through job related training to perform a range of activities
• Generally reports to a Team Manager  

EXPERIENCE & EDUCATION

• High School diploma, Undergraduate degree and/or
• 1+years of relevant experience
• NOTE:  Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements

Goals

On a daily basis, ensures that the concrete dosage (manufacturing) is in accordance with the specifications provided by the laboratory, while meeting customer needs. In addition, dispatches and schedules concrete mixer trucks to ensure timely delivery of concrete, good customer service, according to orders placed by customers and at a minimum cost.

Responsibilities 

Security :

• Daily check of site cleanliness (site safety).
• Ensure that all employees, yard workers, drivers, mechanics, subcontractors and other people on site work safely and that all wear their PPE and, in addition, carry out regular inspections to monitor the progress of tasks and work.

Production :  

• Daily mechanical plant checks (visual inspection, detect unusual noise, lubrication, vibration, belt check etc.)
• Checking and measuring the humidity level of raw materials (stone, sand) and, by the same token, visually observing the conditions before each shift.
• Dosing of concrete and distribution of concrete mixers on the different sites according to the required specifications and ensuring the conformity of the concrete delivered.
• Order raw materials according to planned orders or anticipated volumes.
• Responsible for planning drivers (concrete mixers), yard men, regarding deliveries and production for the next day.

Inventory :  

• Enter raw material receipts into the “Command Batch” system and track them according to the “Command Batch” system report.
• Produce end-of-day reports (inventories, reception and consumption of raw materials, m3 produced, chatters, etc.) and transfer the information to your shift replacement if necessary.
• Carry out physical inventories (raw materials and others) with your manager at the end of the month. 

Administration:  

• Taking orders by phone and promoting our Turbo & VAP products during CODs and to customers.
• Perform daily ticket checks and forward to invoicing. (Includes ticket checks "Waiting times - Superplasticizer etc.)
• Control entry and exit times as well as lunch and break times according to the collective agreement of all hourly employees and/or make the daily report of deliveries made by the "Broker" trucks by checking the areas for each of the delivery tickets.
• Carry out daily monitoring of cash sales as well as the use of concrete mixers (Lafarge, Broker, internal and external rentals) and follow up with the manager.

Optimization and communication:  

• Communicates regularly and daily with the distributors of other plants in order to optimize the use of the concrete mixer truck fleet and personnel for the same day as well as the following day.
• Maintain constant communication with the manager and keep him informed during a plant breakdown, production/delivery problems as well as any health/safety incident.

Relations with other positions: 

• Works closely with the operations team
• Collaborates with logistics and quality teams 

Specific responsibilities:

• Concrete dosage according to mixing formulas
• Planning of deliveries of raw materials and concrete
• Ensure receipt of raw materials in SAP and batch command
• Conduct factory inspections

Dimensions:

• Region: GMA
• Volume: 50,000 m3 to 200,000 m3 annually
• Direct reports: 0
• Indirect subordinates: 0

Skill profile 

Education and work experience:

• College diploma in civil engineering technology
• Minimum of three (3) years of relevant experience in concrete dosing and truck distribution.

Knowledge and skills:

• Must be able to work independently and be responsible and well organized
• Good communicator with a strong sense of customer service
• Must be able to work in a team and cope with pressure
• Good ability to make decisions and react quickly in a constantly changing environment
• Good analytical skills and ability to anticipate problems
• Good knowledge of computers
• Knowledge of construction materials and concrete
• Experience in industrial or diesel mechanics would be an asset. 

Job-specific skills (Lominger):

• Client orientation
• Motivation
• Integrity and trust
• Process management
• Business knowledge

Thank you for your interest. Only selected candidates will be contacted for an interview. Lafarge is committed to employment equity and encourages applications from women, visible minorities and persons with disabilities.

05/30/2024

Address:

1005 boul du Quartier

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.

• Takes a lead in proactively engaging with existing customers and prospects by providing needs-based assessments to grow loyalty and identify immediate / future opportunities.
• Engages customers to complete needs assessments that identify financial solutions and preferred banking channels while recommending tailored solutions addressing both sales and service needs (e.g. everyday banking, retail investments, lending solutions, home financing (including business-for-self applications)), and small business solutions).
• Offers clients advice and guidance on available digital and self-serve options with the goal of making banking easy, simple, and fast.
• Supports customer transactions needs based on customer traffic.
• Engages customers to grow BMO’s business by reaching out, generating appointments, and building new relationships within the community.
• Addresses questions and resolves issues raised through consumer credit audits and quality checks to ensure accurate data entry and lending application recommendations in compliance with legal and regulatory requirements and lending policies and processes.
• Applies the risk management framework to the portfolio to protect the Bank's assets and maintain the quality of the lending portfolio in compliance with requirements for the lending process and established yield, quality, diversification, and risk guidelines.
• Makes credit recommendations for personal lending transactions, including home financing, in accordance with sound credit granting principles and with the Bank’s policies and procedures.
• 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 complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Analyzes issues and determines next steps.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• Typically between 2 - 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
• Canada only: Registration to sell investment products completed - as appropriate for the jurisdiction.
• Appropriate lending qualifications and designations.
• Working knowledge of personal and small business customer needs and solutions.
• Working knowledge of retail investments and lending products.
• Experience in financial services is an asset.
• Confident and experienced in the use of social media, tablets, Smart phones, online tools, and applications.
• Experience in a consultative customer service or sales role, with a drive to deliver a personal customer experience.
• Passionate commitment to helping our customers.
• Drive to deliver a personal customer experience.
• A focus on results and the ability to thrive in a consultative sales and team-based environment.
• 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.
• Specialized knowledge.
• Verbal & written communication skills - Good.
• Organization skills - Good.
• Collaboration & team skills - Good.
• Analytical and problem solving skills - Good.

This position requires proficiency in English to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.

$37,500.00 - $69,500.00

If you’re ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team.

The tight-knit Bell Retail team lives and breathes the latest technology, thrives in a fast-paced environment and loves finding the perfect solution for our customers. We’re proud to offer our customers the best wireless, internet, TV, home phone products and services at Bell and The Source stores across Canada.

#EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec. 

Additional Information:

Position Type: Retail Stores
Job Location: Canada : Quebec : Brossard
Application Deadline: 05/29/2024