Virtual Chat Customer Service Jobs in Alberta (NOW HIRING)

Requisition ID: 262874 
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose

Contributes to the overall success of Business Banking, Virtual Advice ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives. Ensure all activities conducted are in compliance with governing regulations, internal policies and procedures.

The Virtual Business Advisor is responsible for the profitable growth, retention, and effective relationship management of their assigned customer portfolio. The Virtual Business Advisor is the primary business advisor for multiple branches (i.e., ~5-8) across Canada.

The Virtual Business Advisor independently and remotely focuses on deepening and expanding existing assigned customer relationships. This includes remotely assessing customer needs, making appropriate recommendations, completing the required product applications, and providing ongoing service to these accounts as needed.

The Virtual Business Advisor is responsible for meeting assigned targets, which include uncovering opportunities for growth, customer retention as well as all other objectives and goals related to customer service and operational effectiveness.

This role is fully onsite (5 days in office)

Accountabilities

• Champions a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Remotely manages, grows, and retains assigned business customer portfolios at multiple assigned branches to achieve assigned goals while meeting the Bank's Service Standards by:

• • Developing and maintaining deep knowledge and understanding of assigned customers including the nature, stage and progress of their business, their financial position, and the terms and conditions of financial services and products used.
  • Proactively "mine" existing customer book, uncover customer needs and secure advice[1]based meetings in order to recommend solutions.
  • Providing tailored recommendations and advice, via phone and email, which will increase the business owner's ability to succeed in their business and meet their goals.
  • Effectively prioritizing customer needs and demands with urgency by successfully managing multiple agendas across ~5-8 branches.
  • Influencing all key stakeholders effectively with a focus on growing existing book of business customers
  • Taking steps to recover customer relationships, when required.
  • Virtual Business Advisor will work in close partnership with Branch Managers at their assigned branches in order to provide a high level of service and jointly manage business banking customers when required (e.g., supporting the acquisition of new customers on-boarded at the branch).

• Remotely manages an assigned credit portfolio at an acceptable level of risk by:

• • Authorizing, renewing or declining customer requests within standard Bank policies and authorized limits, forwarding others as per established processes.
  • Preparing and/or ensuring all customer documentation (i.e., loan applications) is properly prepared.
  • Ensuring accounts adhere to the conditions of authorization.
  • Identifying deteriorating and/or unsatisfactory trends affecting the loan portfolio, seizing opportunities to reduce risk and loss.

• Provides a high level of advice and service to Business Banking customers to deliver superior experience by:

• • Assisting the Branch in the successful implementation of accepted Business Banking products and services.
  • Partnering with assigned Branch Managers and branch colleagues on after sale support, maintenance, and problem resolution of products, services, and solutions for existing customers.
  • Developing and maintaining awareness and thorough knowledge of documentation, processes, and policy of Business Banking products and services.
  • Responding to existing customer inquiries within established service standards.
  • Collaborating regularly and providing updates to Branch Managers, internal partners and Business Banking customers in order to continuously identify customer trends, behavior and opportunities for growth.

• Contributes to the overall financial and non-financial objectives by:

• • Developing an understanding of the designated Branch's Business Banking financial and non-financial goals and how to contribute to them.
  • Meeting established financial and non-financial goals.
  • Regularly conducting prospecting activities with existing assigned branch customers and external prospects in order to achieve assigned sales and service objectives and goals.

• Manages and minimizes the Bank's exposure to risk by:

• • Understanding how the Bank's risk appetite and risk culture should be considered in day-to[1]day activities and decisions.
  • Actively pursuing effective and efficient operations of his/her respective areas in accordance with Scotiabank's Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.

• Champions a high-performance environment and contributing to an inclusive work environment.

• • Ensuring strict adherence to Bank's security procedures, including assigned authorities.
  • Escalating fraudulent activities, unusual occurrences, issues/deficiencies/trends to Manager and/or applicable Shared Service department as appropriate.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Superior business development, customer focus and communication skills with an ability to build trust with customers over the phone.
• Must have completed or be willing to enroll and complete the Business Banker Certification Program and an internal training program for Business Advisor.
• University/college courses in accounting, finance, business law, economics, or equivalent work experience.
• 3 to 4 years of directly related work experience.
• Thorough knowledge of the applicable software and technology platforms for Business Banking (e.g., SalesBuilder, Salesforce, Intralink, Microsoft Outlook, eSignature, Business Advisor Dashboard).
• Thorough knowledge of features and benefits of Business Banking products and services and the Business Banking customer experience model.
• Thorough knowledge of applicable risk management policies and processes.
• Thorough knowledge of legal and security documentation for Business Banking products.
• Working knowledge of features and benefits of retail products and services.
• Working knowledge of other business line/partner offerings (e.g., Commercial Banking, Global Transaction Banking, Wealth Management, Investment Specialists).
• Working knowledge of competitor offerings and alternate sources of financing.

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 competitive compensation and benefits package.
• An organization committed to making a difference in our communities- for you and our clients.
• 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.
• You'll receive clear, transparent criteria to progress in your career.

#VBACalgary

Location(s):  Canada : Alberta : Calgary || Canada : Alberta : Airdrie || Canada : Alberta : Chestermere || Canada : Alberta : Cochrane || Canada : Alberta : Okotoks 
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. If you require technical assistance, please click here. 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.