Bilingual Customer Care Specialist (French)


Requisition ID: 22412

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

Purpose of Job

The Bilingual Customer Care Specialist (CCS) is responsible for managing, deepening and retaining relationships with customers by providing personalized advice and solutions via the telephone that retain and grow profitable relationships.
You will take inbound calls from customers requesting closure of their credit card product. You are responsible for providing relevant offers to customers in order to retain the relationship as well as cross-sell products and services that are tailored to the customer. You will also be responsible for making proactive outbound calls to customers who are showing trigger behaviours that they are likely to close their credit card account. Additionally, you will be responsible for accurate casework processing to enhance current tracking practices.
The Customer Care Specialist is an expert in retaining and re-engaging Bank customers by educating customers on the features and benefits of Scotiabank digital channels through inbound calls and ensuring the customer has a Scotiabank product(s) that meets their needs.


Shifts: Tue to Fri 1pm to 9pm - Sat 10am - 6pm

Bilingual fluency required in English and French.


Key Job Accountabilities

1. Accountable for providing customers with a professional, courteous and positive experience on a consistent basis by discovering needs, providing knowledgeable, accurate information and solutions and following through on commitments:
• Developing and maintaining a detailed knowledge base and understanding of assigned products, transactional services and the various digital channels customers may choose to bank
• Continually sustaining an awareness of competitors’ products, services and marketing initiatives; and being able to articulate how Scotiabank products/services provide superior value.
• Developing effective questioning skills conducive to gathering customer information accurately and comprehensively while building courteous, trustful and responsive banking relationships. This includes asking probing questions, listening, explaining benefits, handling objections and retaining client business.
• Continually building customer relationships and pro-actively expanding the base customers’ portfolio by applying the Customer Experience Model during conversations with customers
• Taking full responsibility for all customer inquiries / concerns / complaints directed to him/her by resolving those matters within his / her discretion to the customer’s satisfaction as set out in the Bank’s Complaint Resolution Standards and Procedures; and
• Ensuring proper queue management is maintained so customer transactions can be processed in a timely manner.
• Flexibility to transition to Service calls as required to ensure all Scotiabank Customers receive timely, accurate service


2. Assist in and contribute to the development and growth of profitable business across the Protection, Credit, Investment and Day-to-Day Banking products and services by:
• Contributing to the implementation of Centre marketing strategies (under the direction of the Manager Customer Solutions – Customer Care) to maximize opportunities for growth;
• Identifying and developing business opportunities on customer calls; building and strengthening customer relationships by uncovering needs and providing relevant advice and solutions. Utilizing Next Best Activities (NBA’s) to build a stronger relationship with the customer
• Achieving personal sales targets as well as actively promoting and cross-selling appropriate banking products / services through the application of the Customer Experience Model during the conversation; and
• Creating a digital culture by promoting Digital Channels including Scotia Online, Mobile and Mobile Wallet and Apple Pay etc.


3. Maintain strict adherence to the Bank’s Code of Conduct security procedures with respect to assigned authorities and responsibilities; reporting any unusual occurrences or fraudulent activity to a supervisor promptly; and achieve and maintain service level standards by:
• Operating at optimal efficiency of the Centre by ensuring productivity goals are attained
• Minimizing risk and losses by knowing and adhering to Scotiabank policies, authentication procedures and key controls
• Adhering to all company/department policies, procedures and audit requirements;
• Prioritizing and processing customer requests (i.e. inquiries, transactions, case work) in a timely and efficient manner
• Maintaining the confidentiality of customer information and ensuring all transactions are compliant and that full disclosure is provided and all relevant scripts are read verbatim on all calls
• Strictly adhering to schedules thereby ensuring prompt customer service and response time


4. Participate actively in team activities/initiatives by working cooperatively to the mutual benefit of all members and taking responsibility for self-learning and development by:
• Learning and embracing new procedures, technologies, and processes;
• Participating in and supporting change initiatives for the team and the Centre;
• Contributing to effective team morale and employee relations through positive interaction with team members and participating in the Applause program; and
• Ensuring [email protected] profile is up to date with current Development Plan, working with the manager in the identification of skills, behaviours and competencies required to achieve goals.


Skills, Experiences and Functional Competencies

Work experience/skills:
• Previous retail banking and contact centre experience are highly desirable
• Strong proficiency of the English language is required; Multi-lingual capabilities are highly desirable
• Excellent verbal and written communication skills are required
• Knowledge of Scotiabank’s products and services
• Ability to multi-task and use various systems to access information while engaging and interacting with the customer

Education and Other Requirements

Post-Secondary Education would be an asset

Location(s):  Canada : Ontario : Scarborough

As 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.

Full time
Scarborough, 08, CA