Senior Retail CX Lead

Scotiabank

Mount Forest

On-site

CAD 65,000 - 90,000

Full time

5 days ago

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Benefits offered by this job

Competitive compensation

Benefits package

Job summary

Scotiabank in Mount Forest, Ontario, is seeking a Customer Experience Lead to oversee our Retail Service teams. You will coach and empower Customer Experience Associates, build strong relationships with customers, and help the branch deliver on Scotiabank's commitment to service excellence.

In this role you’ll act as Officer in Charge when required, drive improvements to policies and procedures, and champion digital and self-serve banking options to enhance the customer experience.

Qualifications

Experience leading a customer service team in retail banking.
Strong communication and coaching skills.
Ability to adapt to flexible scheduling and branch emergencies.
Previous banking experience is an asset.
Promotes digital/self-service banking options.

Responsibilities

Lead and manage your team of Customer Experience Associates and Senior Customer Experience Associates.
Build strong customer relationships and deliver excellent customer service.
Act as the Officer in Charge (OIC) for the branch as required, managing emergencies and escalations.
Contribute to the overall success of the branch by identifying opportunities to enhance the customer experience.
Assist with the implementation of new policies and procedures.

Skills

Leadership

Customer service

Coaching

Communication

Flexible scheduling

Banking experience

Digital/self-service banking

Job description

In this role you’ll act as Officer in Charge when required, drive improvements to policies and procedures, and champion digital and self-serve banking options to enhance the customer experience.

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