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Customer Experience Advisor at Scotia GBS
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Competencies
Exceptional ability to address customer needs, resolve issues, and foster positive relationships.
Proficient in conveying information clearly and professionally across diverse audiences.
Skilled in mediating disputes and finding mutually beneficial solutions.
Experienced in updating and maintaining accurate client records with confidentiality.
Capable of adjusting to changing priorities and diverse customer needs efficiently.
Education
Languages
Summary
Dedicated customer experience advisor with a background in banking and loan processing. Skilled in client advocacy, conflict resolution, and content moderation, committed to delivering exceptional service and building trust.
Key Achievements
- Enhanced customer financial profiles through tailored advice, improving client satisfaction and retention.
- Streamlined inbound call processes, reducing average handling time and increasing efficiency.
- Maintained high confidentiality standards while managing sensitive client information.
- Reviewed and verified borrower data, ensuring accuracy and compliance with company policies.
Experience
Customer Experience Advisor
Using the knowledge of products and services to lead interactions with Canadian banking customers to offer them valuable advice in order to enhance their financial status., Take inbound calls from customers and branches to provide useful information and ensure customer satisfaction with the products and services., Excel at identifying customer banking needs, providing customized solutions by using accessible resources, and navigating through multiple systems., Respond to complaints and walk customers through basic troubleshooting or setup processes, Educated clients about products and services offered by the company to increase sales opportunities.
Loan Processor/Bilingual CSR
Updated client account information and records in company databases., Maintained complete confidentiality of submitted information according to release guidelines., Reviewed and verified borrowers' income, credit reports, and property appraisals to prepare documents for underwriting., Communicated with customers via telephone or email to obtain additional documentation required for loan processing., Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action., Provided technical assistance to customers through phone and chat support.
Content Moderator
Monitored user-generated content for violations of community standards., Applied knowledge of relevant laws, regulations, and industry best practices when making decisions about content moderation., Responded promptly and effectively to customer queries about moderation decisions., Maintained detailed records of all moderation actions taken daily., Performed moderation tasks such as deleting, editing, and suspending accounts.
Customer Service Representative
Handled customer inquiries and suggestions courteously and professionally., Actively listened to customers, handled concerns quickly and escalated major issues to supervisor., Answered constant flow of customer calls with minimal wait times., Answered customer telephone calls promptly to avoid on-hold wait times., Tracked customer service cases and updated service software with customer information.