About this role
Requisition ID: 274642
Employee Referral Program – Potential Reward: $0.00
We are committed to investing in our employees and helping you continue your career at ScotiaGBS
Purpose
Contributes to the overall success of International Banking operating globally within the ScotiaGBS Colombia Client Experience Centre, ensuring that specific individual objectives, plans, and initiatives are carried out or fulfilled in support of the team’s business strategies and objectives.
Formally and within standard timeframes respond to calls from: Internal and External Clients (external clients from the mass segment).
Resolve all requests and inquiries, clarify questions, deliver services, manage sales requests and product onboarding, complying with SLAs and following the scripts established by Client Experience Centre Management. Providing a hallmark of excellence and quality in every call to generate satisfaction and build customer loyalty in every call.
- Meet the service level in customer care according to the importance of the client. Meet the monthly accumulated TSF and Abandonment percentage established by the client country.-
- Maintain 100% daily attendance for assigned work shifts.-
- Log in to the telephone system on time.-
- Comply 100% with internal regulations, policies, procedures, Internal Work Regulations, and other Conduct guidelines.-
- Add value to the service by identifying business opportunities and progressively increasing the product engagement of clients who call..
- Contribute to achieving management goals, both in service levels and engagement.
Sales Practices
Actively pursue the effective and efficient operations of their respective areas, ensuring that daily business control mechanisms are sufficient, understood, and effective in meeting obligations regarding operational risk, regulatory compliance risk, money laundering and terrorist financing risk, and conduct risk, including, but not limited to, the responsibilities contained in the Operational Risk Management Framework, the Regulatory Compliance Risk Management Framework, the Global Anti-Money Laundering and Anti-Terrorist Financing Manual, and the Guidelines for Business Conduct.
The employee will be responsible for achieving individual Inbound Actioned Solutions targets, ensuring their effectiveness through confirmation, data review, and application of information and scripts in an ethical and professional manner. The employee must meet the established minimum number of calls handled and effective offers, as well as Scotiabank’s Global Sales Principles. In addition, the employee will be responsible for generating referred prospects who meet the requirements of the products offered, maintaining high standards of attention and service to safeguard the institution’s image and ensure customer satisfaction.
Responsibilities
- Act as an advocate for a customer-focused culture with a view to strengthening customer relationships and leveraging the Bank’s relationships, systems, and knowledge in general.
- Understand how the Bank’s risk appetite and risk culture should be considered in daily activities and decisions.
- Conduct effective and efficient operations in their respective areas in accordance with Scotiabank’s values, Code of Conduct, and Global Sales Principles, while ensuring the adequacy, compliance, and effectiveness of daily business controls in order to meet obligations regarding operational risk, regulatory non-compliance risk, money laundering and terrorist financing risk, and conduct risk.
- Promote a high-performance environment and contribute to an inclusive work environment.
1. Provide telephone assistance, with the required priority, to clients in the assigned segment, serving them according to the established script and keeping conversation times within the standards expected by the Bank.
- Maintains up-to-date knowledge regarding the Bank’s products, procedures, and services, reducing the risk of subsequent complaints that could affect the Bank financially or reputationally.
- Rigorously uses the Bank’s available tools to record the day’s interactions and to refer leads to the network.
- Correctly uses the systems and tools provided for the job that enable the delivery of quality service to clients.
- Proactively offers and/or suggests product and/or service engagement to clients with current offers and needs identified in the Bank’s systems, referring them to BackOffice or the network, as appropriate.
- Offers and provides actioned solutions to clients in accordance with the product sales guidelines defined by the region, complying with the principles of global sales practices.
2. Handle customer calls in accordance with the definitions of the skill trees segmented within the operation.
3. Training:
- Actively participate in E-learning & in-person training sessions to which the employee is invited, in order to learn internal and external policies and regulations, products, services and their attributes in the Bank’s commercial, legal, and operational treatment, as well as how the Client Experience Centre operates.
- Contribute with Management to the achievement of overall objectives.
- Undertake and comply with tasks that may be assigned by the Area Leader or Client Experience Supervisor.
- Prepare for and fulfill the commitments made during coaching sessions.
4. Responsible for staying up to date on regulations, manuals, and policies for the Bank’s different products and services. Actively participates in innovations, campaigns, or pilots scheduled by the Bank .
Education, experience, other information
Degree, knowledge and/or Experience required for the role:
- High school graduate.
- Proficiency in English, upper-intermediate level.
- Technical, technological and/or higher education in Administration, Business, or related fields. (graduate or student currently pursuing studies).
- Intermediate proficiency in Microsoft Office suite: Word, Excel, PowerPoint, Outlook, others.
- Experience: 1 year in a call center/contact centre/banking Client Experience Centre or related area.
- Sales techniques (Desirable).
- Difficult customer handling.
- The position requires commercial skills, conflict resolution handling, and specific knowledge of the Bank’s procedures, products, and services, internal and external regulations, as well as legal aspects specific to the business.
- Service and customer care orientation.
- Specific knowledge of the Bank’s systems for obtaining information and management.
- Negotiation skills.
- Good interpersonal relationships.
- Tolerance for frustration.
- Results orientation.
- Working Conditions
- Works in a standard office environment; working overtime is a frequent practice.
- This position has work schedules according to the needs of the operation and the demand of the geography.
- Maintains contact with clients (external and internal) to address any requirement, request, or even complaints, or may direct complaints to the Quality area. Must be multifunctional, learning everything handled within the area in order to ensure continuity of services. The management of interpersonal relationships and clarity and coherence in the presentation and structuring of ideas are important. The work is measured by SLAs and procedures, so the employee must be able to work under pressure.
Working Conditions
- Works in a standard office environment; working overtime is a frequent practice.
- This position manages work schedules according to operational needs and geographical demand.
- Maintains contact with clients (external and internal) to address any requirements, requests, or even complaints, or may redirect complaints to the Quality area. Must be multifunctional, learning everything handled within the area in order to ensure continuity of services. Interpersonal relationship management, as well as clarity and coherence in the presentation and structuring of ideas, is relevant. The work is measured by SLAs and procedures; therefore, the employee must be able to work under pressure.
Location(s): Colombia : Bogota : Bogota
ScotiaGBS is a Scotiabank Group company located in Bogota, Colombia created to support different processes of the Bank and the development and execution of its global services. We offer an inclusive, positive work environment, and competitive benefits.
At ScotiaGBS, we value the unique skills and experiences each individual brings and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaGBS; however, only those candidates who are selected for an interview will be contacted.
Note: All postings in me@Scotiabank will remain live for a minimum of 5 days.