Asesor de Experiencia al Cliente Bilingue (Call Center)

CONFIDENTIAL; Bogotá; On-site; COP 40,000,000 - 70,000,000; Full time

Job summary

Scotiabank Colombia is seeking a customer experience professional to handle inbound calls, resolve inquiries, and promote banking products. You will work within defined SLAs, applying scripts and policies to deliver high-quality service while maintaining punctuality and adherence to compliance standards.

Responsibilities include recording interactions, identifying customer needs, and offering appropriate solutions, with ongoing training and opportunities to participate in campaigns and pilots.

Qualifications

• High school graduate with 1+ year call center or banking Client Experience experience.
• Upper-intermediate English proficiency required.
• Proficient in MS Office applications (Word, Excel, PowerPoint, Outlook).
• Sales techniques are desirable; strong customer service orientation.
• Ability to handle difficult customers and resolve conflicts or complaints.
• Knowledge of banking procedures, products, services and regulations.

Responsibilities

• Provide telephone assistance to clients per established scripts and priorities.
• Resolve requests, inquiries, complaints, and service needs within SLAs.
• Maintain up-to-date knowledge of bank products, procedures, and regulations.
• Accurately log customer interactions and use banking systems and tools.
• Identify client needs and offer relevant products and solutions.
• Meet service level targets, productivity and commercial objectives.
• Maintain punctuality and comply with work schedules.
• Participate in training, campaigns, and pilots and support area objectives.

Skills

English (Upper-Intermediate)

Customer service

Negotiation

Interpersonal skills

Sales techniques (desirable)

Education

High school graduate

1 year call center experience

Tools

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Job description

Purpose

Contributes to the success of International Banking within the ScotiaGBS Colombia Client Experience Centre by supporting business strategies and objectives and delivering high-quality service to internal and external clients. The role responds to inbound calls, resolves requests and inquiries, provides services, manages sales opportunities and product onboarding, and complies with established SLAs, procedures, scripts, and service standards.

The employee is expected to provide excellent customer experiences, build client loyalty, meet service levels and productivity targets, maintain punctuality and attendance, comply with internal policies, and identify business opportunities to increase client product engagement.

Sales Practices

Responsible for achieving individual Inbound Actioned Solutions targets through ethical and professional customer interactions, following established scripts, Scotiabank’s Global Sales Principles, and applicable policies. This includes identifying customer needs, providing effective offers, generating qualified referrals, and meeting established call-handling and commercial targets while maintaining high service standards.

All activities must comply with operational risk, regulatory compliance, Anti-Money Laundering and Anti-Terrorist Financing requirements, conduct risk standards, and internal policies and procedures.

Responsibilities

• Promote a customer-focused culture and strengthen client relationships by leveraging the Bank’s systems, knowledge, and resources.
• Provide telephone assistance to clients according to established scripts, priorities, and expected conversation-time standards.
• Resolve customer requests, inquiries, complaints, and service needs efficiently and within established SLAs.
• Maintain updated knowledge of the Bank’s products, services, procedures, policies, regulations, and sales guidelines.
• Accurately record customer interactions and appropriately use the Bank’s systems and tools.
• Identify client needs and proactively offer relevant products, services, and Actioned Solutions, referring opportunities to Back Office or the appropriate network when required.
• Handle calls according to established skill trees and operational segmentation.
• Meet established service levels, productivity standards, call-handling expectations, effective offer targets, and commercial objectives.
• Maintain punctuality, attendance, and compliance with assigned work schedules.
• Participate actively in E-learning, in-person training, coaching sessions, campaigns, innovations, and pilots.
• Complete tasks assigned by the Area Leader or Client Experience Supervisor and contribute to overall management objectives.
• Follow Scotiabank’s values, Code of Conduct, Global Sales Principles, risk appetite, risk culture, and internal controls.
• Contribute to a collaborative, inclusive, and high-performance work environment.

Education, Experience & Skills

• High school graduate.
• Upper-intermediate English proficiency.
• At least 1 year of experience in a call center, contact centre, banking Client Experience Centre, customer service, or related area.
• Intermediate knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
• Sales techniques are desirable.
• Strong customer service and commercial orientation.
• Ability to handle difficult customers, complaints, and conflict resolution.
• Knowledge of banking procedures, products, services, systems, and applicable regulations.
• Strong negotiation and interpersonal skills.
• Results-oriented, with strong tolerance for frustration and ability to work under pressure.

Working Conditions

Works in a standard office environment, with schedules determined according to operational needs and geographical demand. Overtime may be required. The role involves continuous contact with internal and external clients to address requests, inquiries, and complaints, with escalation to the Quality area when appropriate.

The employee must be multifunctional and capable of learning the different processes managed within the area to ensure service continuity. Strong communication and interpersonal skills, clarity in presenting ideas, and adaptability are essential. Performance is measured through SLAs, procedures, productivity, service quality, and commercial objectives.