Bilingual Senior Customer Care Advisor - Creditor Insurance

Title : Bilingual Senior Customer Care Advisor - Creditor Insurance

Requisition ID : 205985

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

To join a goal-oriented and customer-focused driven team that contributes to the overall success of the Insurance Canada Service Center (ICSC) / ScotiaLife Financial in Canada.

The primary role of the Customer Service Representative is to deliver a high standard of customer service while ensuring specific individual goals, plans, and initiatives are executed in support of the team’s business strategies and objectives, in compliance with governing regulations, internal policies, and procedures.

Is this role right for you? In this role you will :

• Champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Provide a professional and courteous customer experience and take accountability for resolving customer concerns in a timely manner.
• Acquire and maintain knowledge of ScotiaLife Financial Creditor Insurance products and Scotiabank lending products.
• Address issues promptly and accurately, identifying those that require escalation.
• Provide customers with account information by accessing the Bank's online records and systems.
• Act as a liaison coordinating with various areas to satisfy customer issues in a timely fashion.
• Build and strengthen customer relationships by promoting Insurance Canada services and products.
• Contribute to the achievement of established objectives through understanding ScotiaLife Financial Creditor Insurance products.
• Assume responsibility for ScotiaLife Financials’ objectives by resolving concerns and presenting knowledgeable solutions.
• Recognize customer needs and offer additional available insurance products where appropriate.
• Achieve and maintain required service level standards.
• Minimize risk and losses by adhering to policies, procedures, and key controls.
• Process customer requests in a timely and efficient manner.
• Participate actively in team activities and take responsibility for self-learning and development.
• Understand how the Bank’s risk appetite and risk culture should be considered in daily activities.
• Maintain strict adherence to Bank Guidelines for Business Conduct and security procedures.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have :

• Expert knowledge of Creditor Insurance Products and processes.
• Thorough written and telephone communication skills.
• Working knowledge of PC user programs (preferably- PEGA, AS400, and TLS).
• Fully bilingual in English and French.

Some more information you might need to know :

Work in a standard office-based environment; non-standard hours are common. Limited domestic travel.

Hours of work : Monday - Friday 12pm - 8 : 00pm.

Must be available to attend 3 months of onsite training from Monday - Friday 12pm - 8 : 00pm.

Location : 888 Birchmount Road, Scarborough, Ontario, Canada.

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.

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 during the recruitment and selection process, please let our Recruitment team know. 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.

J-18808-Ljbffr