Bilingual Banking CX Advisor (Inbound)

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

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.