Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets. With a team of over 90,000 employees and assets of approximately $1.3 trillion (as at July 31, 2022), Scotiabank trades on the Toronto Stock Exchange (TSX: BNS) and New York Stock Exchange (NYSE: BNS). For more information, please visit and follow us on Twitter @ScotiabankViews.

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* Customer Experience Associate
Working Hour : 20-30 Hours/Week
Educational Requirement : N/A
Certifications &Licenses : Nice-to-have IFIC/CSC
Foreign Language Ability : Nice-to-have Cantonese/Mandarin

Eligible for Employee Benefits on your first day and 5 Personal Days, not including paid vacation time.

A high degree of customer focus and a strong customer service orientation is required to ensure a consistent service experience for our customers. Flexibility is required to adapt to a wide variety of tasks and functions.

To be successful, the following functional competencies are the minimal expected requirements:
- Strong PC and keyboarding skills;
- Working knowledge of Service Excellence Activities (how to achieve/successfully complete a Service Excellence Activity);
- Working knowledge of Branch systems (e.g. Free Forms Teller (FFT), Branch IntraLink, Sales Builder, me@Scotiabank) transactional services and associated procedures:
- Working knowledge of Regulatory compliance related to Privacy, Anti-Money Laundering (AML) Anti-Terrorist Financing (ATF), Know Your Customer (KYC) requirements, Financial Consumer Agency of Canada (FCAC), Canada Deposit Insurance Corporation (CDIC) and Occupational Health & Safety (OHS) as well as SSI guidelines/processes;
- Working knowledge of Branch routines and operating procedures, as applicable;
- Working knowledge of cash, custody and security processes and procedures;
- Thorough knowledge of the Service Basics and the Customer Experience Model;
- Working knowledge of features & benefits of retail products and services as well as other business line/partner offerings (e.g. Wealth Management, Home Financing Advisors, Client Solutions Advisors,
Small Business Advisors etc.);

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

2. Increase customer satisfaction and loyalty through service excellence by:
o Delivering the desired customer experience by consistently applying the Service Standards during all customer interactions;
o Responding to customer inquiries or resolving customer concerns on the spot and/or escalating as appropriate;
o Projecting a professional image at all times by ensuring counters, work stations and surrounding areas are maintained and organized;
o Demonstrating confidence and knowledge by ensuring transactions are thorough and accurate;
o Demonstrating respect and knowledge in every customer interaction.
o Acting as an ambassador and advocate for the digital and self-service banking experience; offering coaching and guidance on digital banking options to help the customer complete their current transaction and/or help them complete the same transaction faster next time.
o Promoting the simplicity, convenience and security of our digital and self-service channels

3. Strengthen and retain profitable customer relationships through sales support by:
o Developing a clear understanding of the Branch’s financial and non-financial goals;
o Promoting the Bank’s products/services;
o Identifying/anticipating and responding to customers’ needs by introducing/referring all sales opportunities to the appropriate Financial Advisor on the spot and/or through Sales Builder;
o Recognizing/identifying opportunities to promote customer convenience alternatives to Retail and Small Business customers;

4. Identifies and closes simple sales opportunities by:
o Fulfilling simple sales which include Day to Day accounts and Automatic Overdraft Protection only
o Escalating uncovered opportunities that cannot be fulfilled independently to an Advisor by facilitating appointments, communicating next steps and timeframes, entering all relevant information into the customer profile to ensure efficient follow-up, and communicating with colleagues as required.

5. Providing support to Management (Branch Manager/Assistant Manager/Customer Experience Lead) by:
o Providing transaction authorizations and reviews
o Completing tasks requiring appointed officer
o Monitoring and taking appropriate action on deficiencies with Branch premises, systems, equipment and supplies, including ensuring ABMs are serviced and stocked
o Assisting with branch imaging and merchandising, as required

6. Contribute to the quality and efficiency of branch operations as well as compliance with regulatory and internal bank guidelines to minimize the Bank’s exposure to risk by:
o Adhering to cash, custody and security procedures and policies at all times;
o Adhering to position authorities and bank policies;
o Complying with regulatory requirements as part of the service process, including Know Your Customer (KYC) , Canada Deposit Insurance Corporation (CDIC), Financial Consumer Agency of Canada (FCAC), Anti-Money Laundering/Anti-Terrorist Financing (AML/ATF), Privacy and Occupational Health & Safety (OHS) requirements, processes and guidelines as well as SSI guidelines/processes;
o Immediately reporting/escalating fraudulent activities, unusual occurrences, issues/deficiencies/trends to your direct supervisor and/or the Branch Manager, Chief Compliance Officers and/or applicable Global Operations department, as appropriate.

* Financial Advisor
Working Hour : Full Time
Educational Requirement : Highschool Diploma
Certifications &Licenses : Nice-to-have IFIC/CSC
Foreign Language Ability : Nice-to-have Cantonese/Mandarin

Eligible for Employee Benefits on your first day and 5 Personal Days, not including paid vacation time.

What you need to succeed…
- The appetite and drive to build strong customer relationships and deliver excellence customer service
- The proven ability to meet and exceed sales targets in a fast paced environment that align to a customer’s stated goals
- To uncover and solve for customers’ needs
- Mutual Funds licence and working towards the CIFP Diploma

What we’re offering…
- The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers.
- A competitive compensation and benefits package.
- 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.
- You’ll receive clear, transparent criteria to progress in your career.
- You won’t need to wait for a vacancy in your branch or move to another branch to elevate your career. You can do it from the same chair enabling you to build deeper relationships and grow your expertise.

Our Advisors are customer-centric and able to connect with people in a relatable way. As an essential member of the Canadian Banking Branch network, our focus is to provide exceptional service throughout the customer’s journey by:
- Taking a proactive approach to discovering our customer needs, listening to understand what they are asking for
- Educating our customers, providing relevant insights and expert advice
- Building our customer’s comprehensive plans using a holistic approach to help them achieve their goals
- Nurturing strong, long-standing relationships
- Developing, retaining and growing the branch business by delivering against individual and team sales goals that support a positive customer experience