About this role
Job title: Customer Service Agent
About the Role
The Customer Service Agent at ScotiaGBS Colombia Contact Centre provides high-quality service to internal and external clients by delivering fast, accurate and professional resolutions to inquiries via phone, online and written channels. The role also focuses on deepening client relationships by aligning client needs with available products and services while supporting the bank's business strategies and risk management.
What You'll Do
- Act as a champion of a customer-focused culture, leveraging the Bank's relationships, systems and knowledge to strengthen client relationships.
- Provide effective and efficient operations in your areas in line with Scotiabank values, Code of Conduct and Global Sales Principles, ensuring suitability, regulatory compliance and robust daily controls.
- Deliver high-quality service to clients by resolving inquiries quickly, accurately and professionally across phone, online and written channels using the Customer Experience Model.
- Consider the Bank's risk appetite and risk culture in daily activities; manage operational, regulatory, AML/CTF and conduct risk as part of decision making.
- Promote a high-performance environment and contribute to an inclusive workplace.
- Ensure the completion of all activities and operations required by customer resolutions and related processes.
What We're Looking For
- Customer-focused mindset with the ability to deepen client relationships and effectively resolve inquiries.
- Strong communication skills and ability to work within the Customer Experience Model.
- Ability to operate within Scotiabank's risk management, regulatory compliance, AML/CTF and conduct risk frameworks.
- Commitment to operating with Scotiabank's values, Code of Conduct and Global Sales Principles, while maintaining appropriate controls and compliance.