**Request ID:** 218757 **Employee Referral Program – Estimated Payout:** $0.00 **Salary Range:** — *The indicated salary range is for reference only. The actual offer may vary depending on a number of factors, including but not limited to the selected candidate’s relevant knowledge, experience, and skills.* We are committed to continuing our investment in our employees and supporting your ongoing career development at Scotiabank. **Purpose** Contribute to the overall success of the Contact Center in Mexico serving Canadian customers by delivering a professional, friendly, positive, and high-quality service experience that meets customer needs and builds lasting, profitable relationships. Perform all activities and transactions required by the customer using systems, applications, and records—providing solutions, advice, information, and guidance—with a focus on the “voice of the customer” to deliver service excellence. **Responsibilities** * Promote a customer-centric culture to deepen customer relationships and leverage the Bank’s extensive relationships, systems, and expertise. * Strictly adhere to Scotiabank’s Global Sales Principles and Institutional Sales Conduct Framework: * Place the customer at the center of your actions and help them improve their situation. Always prioritize their needs above your own. * Serve as an ambassador for the Bank and always honor commitments made to your customers. * Be transparent with your customers: clearly explain all available options, benefits, terms, and conditions. Treat every customer honestly. * Ensure you obtain your customer’s consent and protect their information. * Protect both the customer and the Bank: take time to understand your customer and comply fully with all applicable legal and regulatory requirements. * Behave honestly and with integrity, live Scotiabank’s values, and expect the same from your colleagues. * Build and strengthen customer relationships through activities associated with maximizing opportunities to promote the Bank’s products and services—contributing to the achievement of financial objectives while delivering exceptional service experiences to our customers. * Achieve and maintain established service-level standards, including: Customer Satisfaction Surveys, AHT (Average Handle Time), Quality Assurance Programs, OSAT (Overall Satisfaction), Solutions, Adherence, Call Resolution, avoiding excessive auxiliary time, and all other operational KPIs—ensuring productivity goals are met without limitation to those listed above, and including all indicators defined in the current Balanced Scorecard (BSC). * Comply with confidentiality agreements regarding access to customer information systems. * Comply with Scotiabank’s Policies and Guidelines related to the Protection of Customer Personal Information, PII Standards, and Employee Information Protection. * Learn and adapt to new technologies, processes, and metrics—supporting Bank initiatives for improvement and change—and commit to completing and passing all courses (mandatory and regulatory), workshops, programs, e-learning modules, and any other training provided by Scotiabank. * Behave honestly and with integrity toward Scotiabank customers and employees. * Collaborate with Team Leader/Manager to identify skills, behaviors, and competencies (coaching) needed to achieve objectives. * Maintain strict adherence to Bank manuals, policies, guidelines, procedures, scripts, and applicable regulations governing your role—minimizing institutional risk and loss while safeguarding and ensuring the confidentiality of our customers. * Maintain accuracy, effective documentation, and case control for matters requiring follow-up or escalation—taking appropriate and precise actions to resolve them. * Act as a liaison with coordination across various departments—including branches, vendors, fraud units, and specialized product teams—to fully satisfy the customer and resolve their requests promptly and effectively at first contact. * Perform duties inherent to the position and any other tasks assigned by your immediate supervisor that support the achievement of departmental objectives. * Understand the Bank’s risk culture and how risk appetite must be considered in daily activities and decisions. * Actively carry out efficient and effective operations within respective areas while ensuring the appropriateness, compliance, and effectiveness of daily business controls—fulfilling obligations designed to mitigate operational risk, regulatory non-compliance risk, money laundering and terrorist financing risk, and conduct risk—including responsibilities stipulated under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, International Anti-Money Laundering and Counter-Terrorist Financing Manual, and Business Conduct Guidelines. 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. All employees must comply with the Bank’s policies, standards, codes, and guidelines relating to non-discrimination and workplace accommodations. If you require any accessibility-related accommodation during the recruitment process, please inform our Talent Acquisition team. **Scotiabank is an inclusive employer that respects diversity and does not discriminate in any way.** **Scotiabank does not, under any circumstances, request pregnancy or HIV testing.** Thank you for your interest. However, only candidates selected for interviews will be contacted. Location(s): Mexico : Mexico : Cuautitlán Izcalli Scotiabank is a leading bank in the Americas. Inspired by our corporate purpose—“for tomorrow”—we help our customers, their families, and their communities succeed through a full range of advice, products, and services in personal and commercial banking, wealth management, private banking, corporate and investment banking, and capital markets. At Scotiabank, we value the unique skills and experiences each person brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require any accommodation during the recruitment and selection process—including, for example, an accessible interview location, documents in alternate formats, sign language interpretation, or assistive technology—please inform our Recruitment team. If you need technical support, click here. Candidates must apply directly online if they wish to be considered for this position. We thank all candidates for their interest in this career opportunity at Scotiabank; however, only those selected for an interview will be contacted.