Collections Adjustor

Scotiabank•Santo Domingo East, NM

3d•Onsite

About The Position

The Collections Adjustor contributes to the overall success of Scotia Dealer Advantage Canada in GBS DR by carrying out individual goals and initiatives in support of team strategies and business objectives. The role ensures that activities comply with current regulations, internal policies, and procedures. The position is scheduled Tuesday through Saturday, 8:00 a.m. to 5:00 p.m., with Sundays and Mondays off. The role manages inbound and outbound collection calls for assigned countries and accounts at different stages of delinquency, following the established Collections Call Model. It seeks to maximize recovery of overdue payments while minimizing collection costs and losses, and to improve delinquency outcomes by identifying customer circumstances, proposing viable payment solutions, and using approved assistance options. The role also supports operational effectiveness, risk management, regulatory compliance, customer service, and an inclusive, high-performing team environment.

Requirements

Bilingual in Spanish and English.
At least 1 year of work experience in a call center, such as customer service, marketing, or collections; collections experience is preferred.
Basic PC skills, including familiarity with Windows and the ability to work with Windows-based programs.
Very good communication, negotiation, and analytical skills to coordinate and present alternatives to customers.

Nice To Haves

Knowledge of the Bank’s systems, collection systems, predictive dialer, and personal and small-business banking collection procedures.

Responsibilities

Act as an advocate for a customer-focused culture and strengthen customer relationships by leveraging the Bank’s relationships, systems, and knowledge.
Maximize collection of overdue payments and minimize collection costs and losses across assigned accounts.
Conduct timely and effective follow-up on assigned products at different stages of delinquency and accounts presenting potential risk to the Bank.
Manage inbound and outbound calls for assigned countries according to the established Collections Call Model.
Carry out timely, constructive collection activities by telephone or alternate channels, and accurately record relevant information in collection systems.
Use the predictive dialer effectively and efficiently.
Assess customers’ delinquency situations and propose viable payment solutions or alternatives, including payment plans based on current collection strategy.
Inform the supervisor or manager about relevant, unusual, or potentially fraudulent events encountered during calls, and provide feedback and information that may improve results.
Protect the integrity and confidentiality of Bank and customer information in accordance with Scotiabank’s Privacy Code and follow the Bank’s values and Code of Conduct.
Identify risks associated with assigned credit products and accounts promptly, and take action to minimize losses and protect the Bank’s position.
Maintain knowledge of collection-unit operating procedures and systems, and ensure policies and procedures are followed.
Follow security procedures, protect and control documentation and equipment, and promptly report any deviations to the Collection Unit Manager.
Assess customers’ current financial situations and apply credit knowledge, creativity, and resourcefulness to resolve problem accounts while obtaining customer cooperation and protecting the Bank’s interests.
Prioritize account rehabilitation and retention of sound, profitable business while identifying risk and acting promptly to minimize losses.
Discuss contractual loan-payment arrangements with customers before offering revised or reduced payments, terms, or conditions.
Negotiate alternative payment arrangements, including nominal or reduced payments, and accurately communicate revised loan terms and conditions.
Assess customers’ ability to make negotiated payments and determine the source of payment funds.
Recommend or take action to ensure customers meet prior commitments, including resolving persistent payment issues.
Make sound decisions to accept, reject, or offer modified payment terms and settlements in accordance with Bank policies and procedures.
Listen to customers, show respect, understand their circumstances, and provide appropriate solutions using knowledge of personal and small-business banking products and services.
Present effective and honest solutions, explain when the Bank cannot provide a requested solution, and suggest alternatives.
Address and resolve customer concerns, inquiries, issues, or complaints about overdue loan contracts.
Escalate serious situations or issues to the Team Leader or Collections Manager as needed for prompt and fair resolution.
Recommend policy and procedural changes to improve operational efficiency and customer experience.
Support effective team operations by helping train new team members, reviewing work preparation, and following up on cross-training initiatives.
Participate actively in coaching sessions, contact meetings, and team meetings.
Maintain knowledge of departmental functions, processes, and operating procedures; foster open, honest, performance-oriented communication; and develop and execute a personal development plan.
Consider the Bank’s risk appetite and risk culture in daily activities and decisions.
Conduct operations in accordance with Scotiabank’s values, Code of Conduct, and Global Sales Principles, maintaining appropriate business controls and managing operational, regulatory compliance, money laundering and terrorist financing, and conduct risks.
Promote a high-performance and inclusive workplace.