● Monitor Customer Professional profiles with commercial cards (Disputes, Receipts, Fraud)● Respond to emails and enquiries related to each clients commercial business● Remain in constant One on One communication with large and small commercial vendors● Advise social media marketing schemes to increase business intake● Create profile and portfolio mark ups fo social media presence online● Initiate contact with clients that mention or tag any client vendor brand via post on any social media platform● Remaining up to date on new legislation and/or commercial restrictions and allowances● Create emails to advise commercial frontline agents of any issues that may cause customer impact● Acquiring and maintaining a detailed knowledge and understanding of retail products.● Accurately and effectively documenting and controlling all required follow-up or escalation procedures● Maintaining the necessary pending files (case queues) for the areas of responsibility including the regular review and count of items outstanding.● Acting as a liaison coordinating with various areas (i.e.: branch, third party service providers, etc.) as required to fully satisfy customer issues in a timely fashion.● Satisfying customer needs by thoroughly understanding the Bank’s retail, small business and commercial products● Assuming responsibility for up-selling, cross-selling, resolving objections, presenting knowledgeable solutions● Performing corrections and adjustments to customer accounts within authorized legislation governing the products are adhered to and Bank losses are avoided● Minimizing risk and losses by knowing and adhering to Scotiabank’s policy, procedures and key controls● Adhering to all company/department policies, procedures and audit requirements;

● Consulting Service Supervisor for Revolving Credit and Day to Day Banking● Provide escalation point for customers, including handling complex requests and ownership of final resolution● Participates with tasks for improving customer service competencies● Respond to emails and enquiries regard BNS updates and new policies● Taking ownership of Employee Development Plan, working with the manager in the identification of skills, behaviours, and competencies required● Assist with training and staff development and provides technical guidance for the customer service agents.● Provide feedback to ensure call service and call quality goals are met on a daily basis● Devise an implement ways to keep agents motivated● Identify issues within service levels and solve within my team● Service VIP customers directly as urgent procedures require● Work with Business Analysts on creating workflow sheets and resources; Identifying any discrepancies in the previous resources● Demonstrating leadership with CCAs and customers, setting high standards for customer service and Professionalism;● Exercising discretion, within approved authority limits, in correcting problems promptly and indefensibly or referring the customer and CCA to the appropriate source.● Prepare and process corrections and adjustments to customer’s plans within authorized transaction limits.● Responding independently to correspondence and telephone inquiries by ensuring that action is taken to fully address inquiries.● Appropriately responding to escalated calls directed to the National Consultant by CCAs and other Specialized Departments.● Actively and effectively responding to high profile, sensitive or complex service issues..

● Followed policy and bank guidelines to ensure task efficiency● Processed customer requests such as reversals, refunds, and fee changes● Assisted customers in banking needs as advisor● Maintained and updated credit card accounts● Followed the C.A.R.E model induced by BNS● Thrived in team initiatives, often led the team in activities● Exceeded metrics on a quarterly basis● Participated on tasks for infrastructure of the bank● Mitigated Fraud After Hours

● Provided customers and clients with bill assistance● Provided account information to clients after verification● Processed and appended payments and updated account information● Provided payment arrangements such as extensions and deference