Niki Farivar

• Demonstrating and coaching to the Service Basics* during and after customer interactions and
  providing transaction authorizations and review as required
• Ensuring every customer experience is consistent with Scotiabank’s service standards and
  customer concerns are resolved quickly and efficiently.
• Ensuring the Branch presents a professional image according to Bank and Brand Care
  requirements.
• Adhering to and ensuring team members’ compliance with position authorities, limits and bank
  policies.
• Reporting immediately any unusual occurrences or fraudulent activity and escalating
  issues/deficiencies/trends to the Assistant Manager, Branch Manager and/or applicable
  Shared Services department as appropriate.
• Ensured consistent adherence to established protocols throughout all points of contact with customers.
• Trained and mentored new team members, improving overall team performance and knowledge base.

• Acting as receptionist by answering phones and greeting clients

• Processing client requests, account transfers, deposits, withdrawals and payments, requests for tax receipts and account reporting

• Processing account transfer documentation and follow up to ensure receipt

• Opening new accounts and processing new account documentation
• Responding to client inquiries and issues in a timely, responsive manner and escalating to Advisor when appropriate
• Processing client account documentation

• Assisting in writing and processing clients’/prospects letters and proposals

• Following up on outstanding documentation for restricted accounts

• Following up with clients on missing documentation required as per the industry regulatory requirements

• Maintaining client files and information on the appropriate systems

• Conferred with customers about concerns with products or services to resolve problems and drive sales.
• Embraced spotlight on customer service by creating courteous, friendly atmosphere for guests.
• Cultivated ability to recall customers' names and their usual transactions.
• Handled customer documents that are confidential.
• Handled cash and proceeded customers transactions.
• Performed opening and closing operations.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Listened to customers' questions and concerns to provide answers or responses.
• Worked closely with customer experience lead manager to solve problems and handle customer concerns.
• Trained new team members with positive reinforcement and respectful, encouraging coaching.
• Recommended potential products or services by collecting customer information and analyzing customer needs.
• Consulted with outside parties to resolve discrepancies and create effective solutions.
• Ordered and organized office supplies.
• Organizing customers documentations.
• Educated customers on promotions to enhance sales.

• Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
• Maintained supply levels in counter and customer areas to meet typical demands.
• Learned every menu preparation and numerous off-label drinks to meet all customer needs.
• Controlled line and crowd with quick, efficient service.
• Cleaned counters, machines, utensils and seating areas daily.
• Prioritized drink requests while managing interruptions.
• Cultivated ability to recall customers' names.

• Processed POS transactions, including checks, cash and credit purchases or refunds.
• Assisted customers by answering questions and fulfilling requests.
• Counted cash in register drawer at beginning and end of shift.
• Placing online orders received by customers.