Vista previa de la oferta
Customer Experience Advisor
Retail & Commercial Banking
ID de la solicitud: 259116
Únase a un equipo ganador con un propósito claro, comprometido con el logro de resultados en una cultura inclusiva y de alto desempeño.
Customer Experience Advisor
The Customer Experience Advisor contributes to the growth of the Contact Centre, Dominican Republic, on a global level by ensuring that specific individual goals, plans, and initiatives are executed or achieved in support of the team’s business strategies and objectives. Ensures that all activities carried out are conducted in accordance with current internal standards, policies, and procedures. This is primarily achieved through customer satisfaction and support, consistently delivering a positive and memorable world‑class customer service experience, and resolving customer inquiries accurately, thoroughly, and in a timely manner, striving to provide a single resolution for each interaction.
They will also support the Contact Centre’s business objectives by leveraging opportunities to help customers improve their financial well‑being through advice, needs‑based offers, and other promotions in accordance with specified initiatives, while strictly adhering to Global Sales Practices and all relevant compliance and privacy standards.
The Customer Experience Advisor is responsible for contributing to the efficiency, cost‑effective operation, and fulfillment of the Centre’s service level agreements, while strictly adhering to the Bank’s guidelines and principles, as well as operational and regulatory risk policies, frameworks, and programs.
Responsibilities:
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Promotes a customer‑focused culture to deepen customer relationships and leverage the Bank’s broad relationships, systems, and knowledge.
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Understands the Bank’s risk culture and how risk appetite should be considered in daily activities and decisions.
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Actively performs effective and efficient operations within their respective areas, while ensuring the adequacy, compliance, and effectiveness of daily business controls in order to meet obligations aimed at reducing operational risk, regulatory compliance risk, money laundering and terrorist financing risk, and conduct risk. This includes responsibilities established under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, International Anti‑Money Laundering and Anti‑Terrorist Financing Manual, and Business Conduct Guidelines.
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Promotes a high‑performance environment and implements a workforce strategy that attracts, retains, develops, and motivates the team. To achieve this, fosters an inclusive work environment; communicates the vision, values, and business strategy; and manages succession and development plans for the team.
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Consistently delivers excellent customer service and timely, accurate resolution of customer inquiries (e.g., balance inquiries, transaction information, account/profile maintenance, product/service inquiries, general banking information, etc.).
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Continuously strives to provide full resolution at the first interaction (First Contact Resolution – FCR).
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Provides customers with advice, needs‑based offers, and other promotions in line with specified business objectives and initiatives (e.g., customer onboarding, product usage, customer retention, digital adoption).
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Takes ownership of conduct, performance, and development, and actively participates in self‑learning opportunities to enhance knowledge, skills, and competencies aligned with the objectives and requirements of the Centre and the Bank.
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Protects our customers and the Bank through strict adherence to established controls, processes, and disciplines; the Bank’s guidelines and principles; and operational and regulatory risk policies, frameworks, and programs.
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Contributes to the Centre’s efficiency, cost‑effective operation, and compliance with SLAs.
Requirements:
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Excellent communication and interpersonal skills
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Adaptability and resilience
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Customer‑focused and goal‑oriented mindset
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Persuasive communication skills, ability to overcome objections, and effective listening
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Practical knowledge of Contact Centre operations and regulatory environments
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Practical knowledge of Bank processes and core/key business operations
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Willingness to learn and develop
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Completion of a bachelor’s degree or an appropriate combination of professional certifications and experience.
Ubicación(s): República Dominicana : Distrito Nacional : Santo Domingo
Dirección de trabajo: Av. Winston Churchill , Torre Acrópolis, Piso 25th
Scotiabank es un banco líder en las Américas. Inspirándonos en nuestro propósito corporativo, “por nuestro futuro”, ayudamos a nuestros clientes, sus familias y sus comunidades a lograr el éxito a través de una completa gama de asesoría, productos y servicios en los sectores de banca personal y comercial, gestión patrimonial, banca privada, corporativa y de inversión, y mercados de capital.
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