JavaScript is disabled in your web browser or browser is too old to support JavaScript. Today almost all web pages contain JavaScript, a scripting programming language that runs on visitor's web browser. It makes web pages functional for specific purposes and if disabled for some reason, the content or the functionality of the web page can be limited or unavailable.

Sunday, July 6, 2025

Scotiabank employees learn Sign Language for more inclusive customer experience

by

1017 days ago
20220923
Gayle Pazos, Scotiabank’s Senior VP and Managing Director. (Image courtesy Scotiabank)

Gayle Pazos, Scotiabank’s Senior VP and Managing Director. (Image courtesy Scotiabank)

Hear­ing-im­paired and deaf per­sons have been ben­e­fit­ting from a more in­clu­sive cus­tomer ex­pe­ri­ence at Sco­tia­bank, as front-line em­ploy­ees at each branch have all been trained in Sign Lan­guage.

Sco­tia­bank says deaf and hard of hear­ing per­sons do not al­ways en­joy equal or con­ve­nient ac­cess to bank­ing ser­vices and of­ten need to com­mu­ni­cate through a third par­ty, hence the de­ci­sion to have em­ploy­ees re­ceive sign lan­guage train­ing.

An of­fi­cial state­ment from Sco­tia­bank re­ports that since 2021, front-line em­ploy­ees across the Bank’s branch­es have par­tic­i­pat­ed in a se­ries of ed­u­ca­tion­al train­ing on Fin­ger Spelling, Sign Lan­guage Vo­cab­u­lary, Ba­sic Com­mu­ni­ca­tion and Bank­ing Com­mu­ni­ca­tion.

Sco­tia­bank’s Se­nior VP and Man­ag­ing Di­rec­tor, Gayle Pa­zos, notes that to date, just un­der 50 em­ploy­ees have been cer­ti­fied.  She says the Bank re­mains com­mit­ted to rolling out con­tin­ued train­ing for more em­ploy­ees in the near fu­ture.

“Pro­vid­ing the best bank­ing ser­vices means cre­at­ing an en­vi­ron­ment that takes in­to ac­count and re­spects the re­quire­ments and needs of all our cus­tomers. Hav­ing em­ploy­ees trained in sign lan­guage en­ables them to com­mu­ni­cate more ef­fec­tive­ly with deaf and hard of hear­ing cus­tomers. It al­so sup­ports cus­tomers’ abil­i­ty to car­ry out their bank­ing trans­ac­tions with com­plete in­de­pen­dence, boost­ing their con­fi­dence and com­fort in deal­ing with the Bank,” Pa­zos com­ment­ed.

The Sco­tia­bank top ex­ec added: “We’re proud that 95% of branch­es have cer­ti­fied em­ploy­ees who aim to pro­vide a more pos­i­tive, hands-on and in­clu­sive ex­pe­ri­ence for the deaf and hard of hear­ing com­mu­ni­ty.”

A deaf cus­tomer of the San Fer­nan­do branch com­mend­ed Sco­tia­bank’s ini­tia­tive:

“Now that Sco­tia­bank has sign lan­guage as a tool, every­one gets an op­por­tu­ni­ty to com­mu­ni­cate pri­vate­ly with­out the need for an in­ter­preter. I am hap­py that my com­mu­ni­ty can now ac­cess bank­ing ser­vices eas­i­er.”

Sco­tia­bank says its em­ploy­ees al­so ap­pre­ci­ate the train­ing they have re­ceived.

“Par­tic­i­pat­ing in the train­ing has al­lowed me to have a greater ap­pre­ci­a­tion, ba­sic un­der­stand­ing and means of com­mu­ni­cat­ing with mem­bers of the deaf and hard of hear­ing com­mu­ni­ty who vis­it the branch,” said Akil­la Mor­ton, of Sco­tia­bank’s Low­lands Branch. “I have al­ready used what I learnt to com­mu­ni­cate with deaf and hard of hear­ing cus­tomers in a sim­pler and more ef­fec­tive way.”

“This train­ing has helped me pro­vide ex­cel­lent cus­tomer ser­vice,” as­serts She­be­ka Di­az of the Ari­ma branch. “I en­joy see­ing the smile on my cus­tomers’ faces as I can com­mu­ni­cate with them in their pre­ferred way of un­der­stand­ing.”

“I am proud to be a part of a Bank that has adopt­ed such an in­clu­sive ini­tia­tive, show­ing care for all mem­bers of so­ci­ety,” Di­az added.

World Sign Lan­guage Day is ob­served on Sep­tem­ber 23.

DisabledScotiabank


Related articles

Sponsored

Weather

PORT OF SPAIN WEATHER

Sponsored