Bilingual Customer Experience Adviser – International Banking

About the role

Scotiabank Colombia's International Banking Client Experience Centre seeks a bilingual customer experience adviser. The role contributes to the success of International Banking by answering calls from internal and external clients, resolving requests and inquiries, delivering services, managing sales requests and product onboarding, and building customer loyalty. It works within standard timeframes and SLAs.

Key responsibilities

• Answer calls from internal and external clients, resolve requests and inquiries, and follow the scripts set by the Client Experience Centre Management.
• Meet service levels according to client importance, the monthly accumulated TSF and abandonment percentages, and maintain 100% daily attendance and punctual log-in.
• Identify business opportunities and increase product engagement among callers, and refer leads to the back office or the network.
• Handle calls according to the skill-tree segmentation of the operation and use the bank's tools to record interactions.
• Stay up to date on products, procedures, regulations and policies, and take part in training, coaching and assigned tasks.
• Follow operational risk, regulatory compliance, anti-money laundering and conduct risk frameworks, and meet inbound solution targets and minimum call volumes.

Required profile

• High school graduate; technical, technological or higher education in Administration, Business or a related field (graduate or current student).
• Upper-intermediate English and intermediate Microsoft Office (Word, Excel, PowerPoint, Outlook).
• 1 year of experience in a call centre, contact centre, banking client experience centre or related area.
• Sales techniques, difficult customer handling, negotiation and conflict resolution skills.

Required skills

• Service and customer care orientation.
• Ability to work under pressure, multitask and handle complaints.
• Specific knowledge of the bank's systems, products and procedures.