Quality Assurance Officer (18 months contract)- Hamilton or Anjou

Scotiabank•Hamilton, ON

10d•Hybrid

About The Position

Contributes to the overall success of Scotia Dealer Advantage Collections Quality Assurance. Ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted follow governing regulations, internal policies and procedures. In this role, you will champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. You will contribute to maximizing recoveries by ensuring all policies and procedures, authority limits are followed, and that Advisors are providing a positive customer experience. You will perform call evaluations in a timely and consistent basis utilizing Advisor scorecards. Write learning memos related to Advisors adherence to QA standards when appropriate that are clear, concise and fact based. Identify and support leadership on clarification and implementation of the QA standards as outlined by their leadership teams and support through sharing of best practices. Prepare reports or other forms of documentation that communicate Advisor, team and site trends in relation to QA standards. Support business partners through leading call calibrations, policy quizzes, actively participating in huddles, coaching leadership teams, contributing to coaching sessions, touch bases and meetings on a monthly basis. Ensure all tracking/documentation are completed in a timely manner. If necessary, participate and support in compliance and audit reviews. Maintain confidentiality of both our customer’s information and of our Advisors. Contribute to a positive team environment driving empowerment, innovation and high degree of engagement. Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions. Conducts payment collection activity to provide the Bank with optimal delinquency ratios and loan loss levels by: acting in a timely manner to identify the risk associated with all assigned accounts and executing prompt action to minimize loss and secure the Bank’s position; conducting timely and constructive collection activity by telephone, letter, text message, e-mail, or other appropriate means. Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct. Champions a high-performance environment and contributes to an inclusive work environment. Perform other duties as assigned.

Requirements

Post-secondary education
Minimum 1 year of experience in the collection of delinquent or overdue accounts in the financial services industry or experience collecting on delinquent accounts is preferred.
Minimum 1 year of experience in Fraud.
Knowledge of the Banks collection policies and procedures
Knowledge of the Banks products and services
Effective communication skills (written and verbal)
Strong Attention to detail
Ability to engage with senior leadership teams
Able to collaborate with team members situated on-site and remotely
Ability to prioritize tasks/understand urgency
Ability to maintain confidentiality
Bilingual (English/French) required
Sufficient knowledge of English, as the work involves interacting and collaborating regularly with groups and individuals based in Toronto, as well as constantly interacting with other people, including clients, who speak English, locally and elsewhere.

Nice To Haves

Support of SDA Collections which would include Front End and Back End teams
Ability to use and navigate different systems (examples but not limited to: Verint, Avaya, SHAW, RLP)

Responsibilities

Perform call evaluations in a timely and consistent basis utilizing Advisor scorecards.
Write learning memos related to Advisors adherence to QA standards when appropriate that are clear, concise and fact based.
Identify and support leadership on clarification and implementation of the QA standards as outlined by their leadership teams and support through sharing of best practices.
Prepare reports or other forms of documentation that communicate Advisor, team and site trends in relation to QA standards.
Support business partners through leading call calibrations, policy quizzes, actively participating in huddles, coaching leadership teams, contributing to coaching sessions, touch bases and meetings on a monthly basis.
Ensure all tracking/documentation are completed in a timely manner.
Participate and support in compliance and audit reviews.
Maintain confidentiality of both our customer’s information and of our Advisors.
Contribute to a positive team environment driving empowerment, innovation and high degree of engagement.
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Conducts payment collection activity to provide the Bank with optimal delinquency ratios and loan loss levels by: acting in a timely manner to identify the risk associated with all assigned accounts and executing prompt action to minimize loss and secure the Bank’s position; conducting timely and constructive collection activity by telephone, letter, text message, e-mail, or other appropriate means.
Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
Champions a high-performance environment and contributes to an inclusive work environment.
Perform other duties as assigned.