Customer Care Advisor - Investments - Bilingual, Client Experience Centre - Sept 2026

Scotiabank•Ottawa, ON

8d•Onsite

About The Position

Contributes to the overall success of the Specialized Wealth Management Department in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. Develops and maintains a detailed knowledge base and understanding of assigned products, services and the various digital channels customers may choose to bank. Accurately resolves customer problems falling within approved authority limits or referring the customer to the appropriate source as described in the Bank’s Complaint Resolution Standards and Procedures. Provides customers and applicable business partners with account information by accessing the Bank’s on-line records and systems. Recognizes and acts on opportunities for business retention and reinforcing the customer relationship with the Bank through the application of the Customer Experience Model. Develops effective questioning skills conducive to gathering customer information accurately and comprehensively. This includes asking probing questions and listening, to ensure efficient call handling and call resolution. Documents and controls all required follow-ups or escalations. Maintains pending files and takes appropriate action to resolve files for areas of responsibility including the regular review and count of outstanding items. Actively participates in queue maintenance through call responses on escalated and referral calls. Liaises with various parties (i.e. branches, third-party service providers, etc.) as required to fully satisfy customer issues in a timely fashion. Ensures that policies and procedures are adhered to within authorized limits. Satisfies customer needs using the Customer Experience Model and by leveraging knowledge of the Bank’s services and products. Recognizes quality referral opportunities. Presents knowledgeable advice-based solutions and follows through. Utilizes Next Best Activities (NBA’s) to build a stronger relationship with the customer. Creates a digital culture by promoting Digital Channels including Scotia Online, Mobile and Mobile Wallet and Apple Pay etc. Operates at optimal efficiency of the Centre by ensuring productivity goals are attained. Minimizes risk and losses by knowing and adhering to Scotiabank’s policy, authentication procedures and key controls. Adheres to all company/department policies, procedures and audit requirements. Prioritizes and processes customer requests (i.e. inquiries, transactions, case work) in a timely and efficient manner. Maintains the confidentiality of customer information and ensuring all transaction is compliant and that full disclosure is provided, and all relevant scripts are read verbatim on all calls. Strictly adheres to schedules thereby ensuring prompt customer service and response time. Learns and embraces new procedures, technologies, and processes. Participates in and supports change initiatives for the team and the Centre. Contributes to effective team morale and employee relations through positive interaction with team members and participating in the Applause program. Provides exemplary service to achieve customer satisfaction levels as benchmark by Medallia (PULSE/NPS), market fact standards. Ensures me@scotiabank 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. Understands 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 his/her 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, AML/ATF/sanctions and conduct risk. Champions a high-performance environment and contributes to an inclusive work environment.

Requirements

Thorough knowledge of the investment and loan products and the Bank and of the appropriate policies, legislation and taxation regulations.

Responsibilities

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Know the regulations and standards governing the mutual fund industry, including policies specific to Scotia Securities Inc. (SSI), the Canadian Investment Regulator Organization (CIRO).
Developing and maintaining a detailed knowledge base and understanding of assigned products, services and the various digital channels customers may choose to bank.
Accurately resolving customer problems falling within approved authority limits or referring the customer to the appropriate source as described in the Bank’s Complaint Resolution Standards and Procedures.
Providing customers and applicable business partners with account information by accessing the Bank’s on-line records and systems.
Recognizing and acting on opportunities for business retention and reinforcing the customer relationship with the Bank through the application of the Customer Experience Model.
Developing effective questioning skills conducive to gathering customer information accurately and comprehensively. This includes asking probing questions and listening, to ensure efficient call handling and call resolution
Documenting and controlling all required follow-ups or escalations.
Maintaining pending files and taking appropriate action to resolve files for areas of responsibility including the regular review and count of outstanding items.
Actively participating in queue maintenance through call responses on escalated and referral calls
Liaising with various parties (i.e. branches, third-party service providers, etc.) as required to fully satisfy customer issues in a timely fashion.
Ensuring that policies and procedures are adhered to within authorized limits.
Satisfying customer needs using the Customer Experience Model and by leveraging knowledge of the Bank’s services and products
Recognizing quality referral opportunities
Presenting knowledgeable advice-based solutions and following through
Utilizing Next Best Activities (NBA’s) to build a stronger relationship with the customer
Creating a digital culture by promoting Digital Channels including Scotia Online, Mobile and Mobile Wallet and Apple Pay etc.
Operating at optimal efficiency of the Centre by ensuring productivity goals are attained
Minimizing risk and losses by knowing and adhering to Scotiabank’s policy, 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 transaction is 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
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
Providing exemplary service to achieve customer satisfaction levels as benchmark by Medallia (PULSE/NPS), market fact standards
Ensuring me@scotiabank 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
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 his/her 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, AML/ATF/sanctions and conduct risk.
Champions a high-performance environment and contributes to an inclusive work environment.