Job Title: Customer Experience Associate
Location: 999 King Street West, Hamilton, ON
Shift: Morning, Night, Overnight
About the role
Our Senior Customer Experience Associates are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals.
We are looking for an enthusiastic, driven individual who enjoys meaningful conversation and supporting others. As an essential member of the Canadian Banking Branch network, the focus is to provide exceptional service throughout the customer’s journey by:
- Acting as a lobby leader; ensuring customers are appropriately triaged and/or assisted
- Contributing to the Branch’s targets by identifying and fulfilling simple sales opportunities, including opening day-to-day accounts, fulfilling pre-approved credit opportunities, and processing GICs
- Nurturing rich, long-standing relationships
- Being a technology expert and sharing your knowledge by introducing clients to our mobile banking applications and assisting them to better manage their banking needs
Is this role right for you? In this role you will:
- Build strong customer relationships and deliver excellent customer service
- Uncover and solve customers’ needs
- Explain complicated concepts simply
- Demonstrate success in a target-based performance environment, as well as contribute positively to a team-oriented work environment
- Demonstrate an eagerness to learn and determination to succeed
Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you:
- Have strong customer service skills
- Are willing to assist in a professional, friendly and efficient manner
- Are available to work a flexible schedule
- Have experience with conducting simple sales, proactive marketing calls and providing financial advice
- Have strong technical skills, able to promote and demonstrate the use of digital/self-service banking options
- Previous banking experience is a strong asset
What’s in it for you?
- The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers
- A rewarding career path with diverse opportunities for professional development
- An organization committed to making a difference in our communities– for you and our customers
- You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development
- A competitive compensation and benefits package
Location(s): Canada : Ontario : Hamilton
Scotiabank is a leading bank in the Americas. Guided by our purpose: “for every future”, we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.
At Scotiabank, 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. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.
What skills and qualities are important for a Personal Banking Associate?
A Personal Banking Associate plays a crucial role in the financial industry, serving as a front-line representative for a bank or financial institution. To be successful in this role, individuals should possess a combination of skills and qualities that enable them to effectively interact with clients and manage various financial transactions. Here are some important skills and qualities for a Personal Banking Associate:
Customer Service Skills:
- Exceptional communication skills to interact with clients professionally.
- Ability to build and maintain positive relationships with customers.
- Patience and empathy to understand and address customer concerns.
- Understanding of basic financial principles and banking products.
- Ability to explain and promote various banking services, such as savings accounts, loans, and investment options.
- Stay updated on industry trends and changes in financial regulations.
Attention to Detail:
- Accuracy in processing financial transactions and maintaining records.
- Thoroughness in reviewing customer documentation and ensuring compliance with banking policies.
Sales and Cross-Selling:
- Proven sales skills to promote and cross-sell banking products to customers.
- Ability to identify opportunities for upselling and recommending suitable financial solutions.
- Quick and effective problem-solving abilities to address customer issues.
- Ability to navigate and resolve technical or procedural challenges.
Who can apply to this job?
The employer accepts applications from:
- Canadian citizens and permanent or temporary residents of Canada.
- Other candidates with or without a valid Canadian work permit.
How to apply
Online: Apply On Company WebSite
What education and certification are required to become a Personal Banking Associate?
The specific education and certification requirements for a Personal Banking Associate can vary depending on the employer and the jurisdiction. However, here are some general guidelines that are commonly observed in the banking industry:
Minimum Educational Requirement:
- A high school diploma or equivalent is typically the minimum educational requirement for entry-level positions as a Personal Banking Associate.
- Many banks prefer candidates with a bachelor’s degree in finance, business administration, economics, or a related field.
- Having a degree can make candidates more competitive and provide a deeper understanding of financial concepts.
While not always mandatory, obtaining relevant certifications can enhance your credentials. Certifications from reputable organizations such as the American Bankers Association (ABA) or the Institute of Banking Personnel Selection (IBPS) can be beneficial. Examples include:Certified Bank Teller (CBT)
Certified Personal Banker (CPB)
Certified Retail Banker (CRB)
Financial Industry Regulatory Authority (FINRA) Licenses:
Depending on the specific duties of the role, individuals may need to obtain certain licenses. Common licenses include:Series 6: Allows individuals to sell mutual funds and variable annuities.
Series 7: General securities representative license, often required for roles involving the sale of a broad range of securities.
Depending on the focus of the bank and the services it offers, additional certifications may be valuable. For example:Certification in Anti-Money Laundering (AML)
Certification in Customer Relationship Management (CRM)
It’s important to note that the specific requirements can vary by country and region, and banks may have their own preferences and criteria. Additionally, some banks provide on-the-job training for entry-level positions, and relevant work experience can sometimes be considered in lieu of formal education.
Prospective candidates should review job postings from banks in their area to understand the specific requirements for Personal Banking Associate positions and tailor their education and certification pursuits accordingly. Networking within the industry and seeking advice from professionals currently working in personal banking can also provide valuable insights.
What is the work environment like for Personal Banking Associate?
- The work environment for a Personal Banking Associate is typically an office setting within a bank or financial institution. Here are some key aspects of the work environment for a Personal Banking Associate:
Bank Branch Setting:
- Personal Banking Associates usually work in a bank branch, interacting directly with customers who visit the branch for various financial services.
- A significant portion of the job involves direct interaction with customers. Personal Banking Associates assist customers with various banking transactions, address inquiries, and provide information about financial products and services.
- The work is generally conducted in an office space within the bank branch. Personal Banking Associates may have their own desk or workstations equipped with computers, phones, and other necessary tools.
Collaboration with Team:
- Personal Banking Associates often collaborate with other bank employees, including tellers, managers, and specialists in areas such as lending or investment services. Teamwork is essential for providing comprehensive financial solutions to customers.