Contributes to the overall success of International Banking operating globally within the ScotiaGBS Colombia Client Experience Centre, ensuring that specific individual objectives, plans, and initiatives are carried out or fulfilled in support of the team’s business strategies and objectives.

Formally and within standard timeframes respond to calls from: Internal and External Clients (external clients from the mass segment).

Resolve all requests and inquiries, clarify questions, deliver services, manage sales requests and product onboarding, complying with SLAs and following the scripts established by Client Experience Centre Management. Providing a hallmark of excellence and quality in every call to generate satisfaction and build customer loyalty in every call.

- Meet the service level in customer care according to the importance of the client. Meet the monthly accumulated TSF and Abandonment percentage established by the client country.-
- Maintain 100% daily attendance for assigned work shifts.-
- Log in to the telephone system on time.-
- Comply 100% with internal regulations, policies, procedures, Internal Work Regulations, and other Conduct guidelines.-
- Add value to the service by identifying business opportunities and progressively increasing the product engagement of clients who call..
- Contribute to achieving management goals, both in service levels and engagement.

Actively pursue the effective and efficient operations of their respective areas, ensuring that daily business control mechanisms are sufficient, understood, and effective in meeting obligations regarding operational risk, regulatory compliance risk, money laundering and terrorist financing risk, and conduct risk, including, but not limited to,



the responsibilities contained in the Operational Risk Management Framework, the Regulatory Compliance Risk Management Framework, the Global Anti-Money Laundering and Anti-Terrorist Financing Manual, and the Guidelines for Business Conduct.

The employee will be responsible for achieving individual Inbound Actioned Solutions targets, ensuring their effectiveness through confirmation, data review, and application of information and scripts in an ethical and professional manner. The employee must meet the established minimum number of calls handled and effective offers, as well as Scotiabank’s Global Sales Principles. In addition, the employee will be responsible for generating referred prospects who meet the requirements of the products offered, maintaining high standards of attention and service to safeguard the institution’s image and ensure customer satisfaction.

Responsibilities

- Act as an advocate for a customer-focused culture with a view to strengthening customer relationships and leveraging the Bank’s relationships, systems, and knowledge in general.
- Understand how the Bank’s risk appetite and risk culture should be considered in daily activities and decisions.
- Conduct effective and efficient operations in their respective areas in accordance with Scotiabank’s values, Code of Conduct, and General Sales Principles, while ensuring the adequacy,



compliance, and effectiveness of daily business controls in order to meet obligations regarding operational risk, regulatory non-compliance risk, money laundering and terrorist financing risk, and conduct risk.
- Promote a high-performance environment and contribute to an inclusive work environment.

1. Provide telephone assistance, with the required priority, to clients in the assigned segment, serving them according to the established script and keeping conversation times within the standards expected by the Bank.

- Maintains up-to-date knowledge regarding the Bank’s products, procedures, and services, reducing the risk of subsequent complaints that could affect the Bank financially or reputationally.
- Rigorously uses the Bank’s available tools to record the day’s interactions and to refer leads to the network.
- Correctly uses the systems and tools provided for the job that enable the delivery of quality service to clients.
- Proactively offers and/or suggests product and/or service engagement to clients with current offers and needs identified in the Bank’s systems, referring them to BackOffice or the network, as appropriate.
- Offers and provides actioned solutions to clients in accordance with the product sales guidelines defined by the region, complying with the principles of global sales practices.

2. Handle customer calls in accordance with the definitions of the skill trees segmented within the operation.

3. Training:

- Actively participate in E-learning & in-person training sessions to which the employee is invited, in order to learn internal and external policies and regulations, products, servi

📌 Asesor de Experiencia al Cliente Bilingüe (Bogotá)
🏢 ScotiaGBS Colombia del grupo Scotiabank
📍 Bogotá