Customer Service Officer

About the role

The Customer Service Officer supports the overall success of a Scotiabank branch by delivering high‑quality service to walk‑in clients, identifying their needs, and guiding them to appropriate banking solutions. The role blends front‑line customer interaction with sales support, ensuring compliance with bank policies and regulatory standards.

Key responsibilities

• Greet and classify customers daily, prioritising service based on individual needs.
• Answer basic product questions and refer clients to the appropriate sales officer.
• Process cash and non‑cash banking transactions while promoting self‑service channels such as online, mobile, ABM and telephone banking.
• Achieve weekly, monthly and annual service and referral targets.
• Provide a superior customer experience to positively influence the branch’s consumer‑protection survey scores.
• Attend branch meetings and participate in monthly coaching sessions to continuously improve performance.
• Support branch sales by identifying referral opportunities and digitally assisted sales prospects.

Required profile

• Commitment to delivering a customer‑focused experience in line with the bank’s Service Promise.
• Ability to follow security, operational and compliance procedures.
• Willingness to work onsite in a branch environment and collaborate with team members.

Required skills

What we offer

• Opportunity to develop a career within a leading North American bank.
• Access to training, coaching and professional development resources.
• Supportive team environment focused on customer satisfaction and sales growth.