Accountabilities:  Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.  The Customer Services Officer is responsible for contributing to the overall success of the branch by meeting negotiated service standards and goals, while adhering to Bank security, operational and compliance procedures and policies. These goals relate to the identification of customer needs, fulfillment of simple sales, generation of quality referrals, meeting customer service standards, teamwork and personal development.  In particular, the Customer Services Officer is in charge of receiving customers at the branch on a daily basis and classifying them according to their needs and specific order of priority in order to provide them with the best service, including identifying and meetings sales needs within their purview answering basic product questions, and referring customers to the most appropriate sales officer.  Meeting the needs of customers who need to carry out Cash and non-cash banking transactions promoting alternative self-service banking channels, such as online banking, mobile banking, ABMs and the telephone banking, to personal and small business banking customers, and assisting them in using these channels if necessary.  Providing a superior customer experience in all interactions in order to achieve the overall performance objective of the branch in the consumer protection survey.  Support the overall sales work of the branch by carrying out sales and cross-selling activities of personal banking products and services), based on a customer classification and prioritization or segmentation process.  Address and effectively resolve any requests, questions and concerns expressed by customers in all segments of personal and small business banking in relation to service.  Identify opportunities for the generation of referrals for sales officers and other business lines.  Perform duties with regard to branch compliance and security, as indicated in the Branch Services and Procedures Manual.  Sundry duties as assigned  Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.  Actively pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, Anti-Money Laundering/Anti-Terrorist Financing/sanctions and conduct risk.  Champions a high performance environment and contributes to an inclusive work environment. Education/ Experience  Five (5) CSEC Subjects inclusive of Mathematics & English A