Customer Service Officer

Job Description

Accountabilities:
 Champions a customer focused culture to deepen client relationships and leverage broader
Bank relationships, systems and knowledge.
 The Customer Services Officer is responsible for contributing to the overall success of the
branch by meeting negotiated service standards and goals, while adhering to Bank security,
operational and compliance procedures and policies. These goals relate to the identification
of customer needs, fulfillment of simple sales, generation of quality referrals, meeting
customer service standards, teamwork and personal development.
 In particular, the Customer Services Officer is in charge of receiving customers at the branch
on a daily basis and classifying them according to their needs and specific order of priority in
order to provide them with the best service, including identifying and meetings sales needs
within their purview answering basic product questions, and referring customers to the most
appropriate sales officer.
 Meeting the needs of customers who need to carry out Cash and non-cash banking
transactions promoting alternative self-service banking channels, such as online banking,
mobile banking, ABMs and the telephone banking, to personal and small business banking
customers, and assisting them in using these channels if necessary.
 Providing a superior customer experience in all interactions in order to achieve the overall
performance objective of the branch in the consumer protection survey.
 Support the overall sales work of the branch by carrying out sales and cross-selling activities
of personal banking products and services), based on a customer classification and
prioritization or segmentation process.
 Address and effectively resolve any requests, questions and concerns expressed by
customers in all segments of personal and small business banking in relation to service.
 Identify opportunities for the generation of referrals for sales officers and other business lines.

 Perform duties with regard to branch compliance and security, as indicated in the Branch
Services and Procedures Manual.
 Sundry duties as assigned
 Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day
activities and decisions.
 Actively pursues effective and efficient operations of their respective areas in accordance with
Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the
adequacy, adherence to and effectiveness of day-to-day business controls to meet
obligations with respect to operational, compliance, Anti-Money Laundering/Anti-Terrorist
Financing/sanctions and conduct risk.
 Champions a high performance environment and contributes to an inclusive work
environment.

Education/ Experience
 Five (5) CSEC Subjects inclusive of Mathematics & English A