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Customer Service Officer – Bilingual


This is a Full-time position in Ottawa, ON posted August 31, 2017.

6747Join the Global Community of Scotiabankers to help customers become better off.

As a Customer Service Officer, you are responsible for servicing customers with their transactional needs, resolving their needs and performing maintenance related inquires. You are expected to use creativity, inspiration while providing world class customer service. You will be expected to work in accordance with practices and procedures as outlined and are expected to utilize sound judgment in the interpretation of instructions and data. You are also responsible for providing human, straightforward, and knowledgeable services through daily interactions to create a relationship of mutual trust and confidence with our customers and other employees. Key Accountabilties:1. Contribute to the effective operation by: Primary function will be working with customers to answer general questions about their account. General questions consist of billing errors, disputed transactions, misapplied payments and general customer concerns. Provide support in the handling of incoming calls and maintaining account records as appropriate. 2. Ensure the delivery of Customer Service fosters overall Customer/Unit satisfaction consistent with Scotia Service Standards: Ensure security procedures are strictly adhered to. Documentation and the use of terminal/computers are properly safeguarded/ controlled; immediately reporting any variance to the Manager, Administration and Operations. Maintain the integrity and confidentiality of Bank and Customer information under the rules and regulations as set out in the Banks Privacy Code. Ensure accurate processing of account maintenance. Maintain a sound knowledge of all operating procedures and systems relating to the effective operation of the Administration Department. Maintain strict adherence to Bank and Department security procedures with respect to assigned authorities and responsibilities. Review operating procedures on an ongoing basis so that all stamps, keys, and authorization are maintained as assigned. Review all record keeping and operating practices to conform to established regulation and procedures. Report any unusual occurrences or fraudulent activity to the Manager, Administration and Operations. Direction Received:Periodic supervision is provided by his/her supervisor but is expected to work independently within assigned limits.Complex issues and matters beyond established limits are referred with recommendation to the Servicing Specialist or Team Leads. Compliance:Minimize the Bank’s exposure to risk by:Adhering to compliance with regulatory activities and guidelines as part of the customer interaction, including Privacy, Anti-Money Laundering/Anti-Terrorist Financing, FCAC, Know Your Customer and CDIC, regulations and policies. The Following Specific Skills and Knowledge are also required: Sound customer service background, with strong ability to interact with customers over the phone in both English and French. Organizational skills and the ability to prioritize a variety of tasks and situations on an ongoing basis. Working knowledge of Microsoft Office products. Ability to convey information accurately and efficiently Skills:Communication: Choosing when and how to convey information and /or ideas concisely in ways that will be clearly understood. Listening to others. Tailoring approach to fit the person or audience. Ensuring internal/external communication channels, upward and downward, are open. Customer Focus: Seeking information about the real, underlying needs of both internal and external customer, and taking personal responsibility for matching those needs to available or customized services. Correcting problems promptly and un-defensively. Decision Making: Acting quickly in situations, which involve uncertainty and/or significant risk. A sense of urgency to accomplish tasks on time. Accuracy and Thoroughness: Ensuring that work is completed, thoroughly and is of high quality. Efficiency: Finding ways to accomplish the most with the available amount of time and resources. Flexibility: Adapting to and working effectively with various individuals or groups. Ability to work effectively in a variety of situations or adapt one’s approach to accommodate change in the situation, organization or own job requirements. Understanding and appreciating different and opposing perspectives on an issue. Remaining calm under stress. Team Focus: Working effectively with others to achieve common objectives. Taking action to create and sustain highly motivated groups to achieve common objectives. Helping integrate and sustain goals, roles and the responsibilities of the team. Innovation: Using new ways of thinking about situations, problems and opportunities to seek out innovative solutions and championing continuous improvement in all aspects of the business. Ability to Multi-task: You will be required to decipher information (ie: reading procedures or notes on an account) while potentially speaking with a customer, while inputting your notes Education:Post Secondary Preferred. High School required.Location(s):  Canada : Ontario : OttawaAs Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.