Michael Lima

Customer Experience Associate @Scotiabank

Toronto, ON, CA

Process daily customer transactions including deposits, withdrawals, bill payments, money transfers, and foreign currency exchanges using Scotiabank’s Branch Banking System (BBS) and Customer Interaction Console (CIC).• Assist clients with everyday banking needs, such as activating ScotiaCards, resetting online banking credentials, and opening or updating Day-to-Day and Momentum Chequing/Savings accounts.• Educate customers on the use of Scotiabank’s digital platforms, including the Scotia mobile app, online banking portal, and ABMs, to encourage digital adoption and self-service.• Identify client needs during interactions and refer them to Financial Advisors, Small Business Advisors, or Home Financing Advisors to support their long-term financial goals.• Maintain a balanced till and ensure cash handling accuracy while following compliance, risk management, and AML (Anti-Money Laundering) guidelines as outlined by Scotiabank policies.• Utilize Scotiabank’s internal CRM tools and dashboards to log interactions, track referrals, and follow up on client outcomes.• Participate in daily team huddles, branch performance reviews, and service excellence initiatives to meet individual and branch-level service and sales targets.• Foster a positive, inclusive environment by delivering personalized, solutions-focused service aligned with Scotiabank’s customer-centric culture and the Bank’s values of respect, integrity, passion, and accountability.

Toronto Metropolitan University

Bachelor of Science - BS, Registered Nursing/Registered Nurse