Customer Experience Advisor - Contact Center Canada **Requisition ID:** 216776 Join a purpose driven winning team, committed to results, in an inclusive and high-performing environment. **Schedules:** + Monday to Friday from 10:00 am-7:00 pm | Saturdays 10:00 am-7:00 pm + Monday to Friday from 1:00 pm-10:00 pm | Saturdays 3:00 pm-12:00 am + Monday to Friday from 11:00 am-8:00 pm | Saturdays 11:00 am-8:00 pm + Monday to Friday from 1:00 pm-10:00 pm | Saturdays 1:00 pm-10:00 pm + Monday to Friday from 1:00 pm-10:00 pm | Sundays 3:00 pm-12:00 am **Purpose** Contributes to the overall success of the Service & Sales 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. • Deliver friendly and professional service to Clients through inbound, outbound and eService channels in a fast-paced Contact Centre environment. • Build long-term, multi-product, high value relationships with Clients for Tangerine • Execute complex Client service transactions. • Provide support to other agents in the Contact Centre. • Strong knowledge of a wide range of financial services (for example, TFSA, Chequing/Savings accounts, RSPs, RIF etc.) and share that expertise when interacting with Clients. • Educate Clients on a wide range of financial products (TFSA, Chequing/Savings accounts, RSPs, RIF etc.) and on self-service channels in order to enable Clients to serve themselves online. • Service existing Clients in a manner which drives resolution in one contact. • Identify barriers to delivering an exceptional Client experience and escalate them to leadership. • Deliver on individual and team objectives that support Tangerine. • Respond to Clients via written channels. • 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 in accordance with Scotiabank’s Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk. • Champions a high-performance environment and contributes to an inclusive work environment. **Education / Experience** • Some post-secondary education or equivalent experience • Relevant experience in a financial services environment • Strong understanding of the concepts and skills required to sell financial products and services in a customer-centric environment. • Proven ability to provide exceptional customer service focused on building and retaining key Client relationships. • Proven ability to learn and adapt to emerging call Centre technology. • Strong written and verbal communication skills, • Strong organizational skills Location(s): Dominican Republic : Santo Domingo : Santo Domingo East || Dominican Republic : Santo Domingo : Santo Domingo North || Dominican Republic : Santo Domingo : Santo Domingo West Business Address: Zona Franca Las Americas 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. At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, pleaseclick here (https://www.scotiabank.com/careers/en/careers/technical-support-for-applicants.html) . Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.