ScotiaHelps Advisor, Front End

Scotiabank • Santo Domingo East, NM

10d • Onsite

About The Position

Join a purpose driven winning team, committed to results, in an inclusive and high-performing environment. This role contributes to the overall success of the Collections Canada area in GBS DR by ensuring individual specific objectives, plans and initiatives are executed or achieved in support of the team’s business strategies and objectives. Ensures all activities are carried out in compliance with regulations, internal policies and procedures.

Requirements

• Bilingual: English
• 1 year of work experience in a Call Center (Customer Service, Marketing, Collections, etc.), preferably in Collections
• Basic PC skills (familiar with Windows and able to work within Windows-based programs)
• Very good communication, negotiation, and analytical skills to coordinate and present alternatives to customers

Nice To Haves

• Knowledge of Bank systems, collection systems, predictive dialers, personal and small business banking collection procedures will be valued

Responsibilities

• Act as a spokesperson for the customer-focused culture with a view to intensifying client relationships and leveraging the Bank’s overall relationships, systems and knowledge.
• Maximize the collection of past due payments from customers and minimize collection costs and losses on assigned accounts. This function carries out timely and effective follow-up of the collection of assigned products at various stages of delinquency and accounts where potential risk to the Bank is evident. The incumbent manages outgoing and incoming calls from assigned countries, as per the established Collection Call Model. The Collections Advisor positively influences delinquency rates through effective management, persuading the customer towards a solution that advises and offers available and approved assistance tools.
• Drive operational effectiveness and compliance activities by: Carrying out timely and constructive collection activities by phone or alternate channels; Paying attention to collection activities, ensuring all relevant information is recorded in the collection systems; Effectively and efficiently utilizing the Predictive Dialing Marker; Identifying the customer's delinquency situation, advising and proposing the best solution or most viable alternative for the payment of arrears by offering different payment plans based on the existing solution, in accordance with the current Collection strategy; Providing feedback to the supervisor/team manager on relevant, unusual or fraudulent events encountered during telephone management and seeking additional data, as well as practices that they consider would have produced better results; Maintaining the integrity and confidentiality of Bank and Customer information, as established in Scotiabank's Privacy Code; Performing all assigned functions and activities, respecting the Bank's core values and code of conduct; Acting in a timely manner to identify the risk associated with all assigned Credit Products (manual and automated) allowing for quick action to minimize losses and secure the Bank's position.
• Supports the bank's business plans and business unit objectives by maintaining operational effectiveness: Maintaining a solid knowledge of the Collection Unit's operational procedures and systems and ensuring these policies and procedures are met; Ensuring that security procedures are strictly adhered to and that documentation and equipment usage are properly protected/controlled, immediately reporting any variations to the Collection Unit Manager; Evaluating the customer's current financial situation and applying sound credit knowledge combined with creativity and ingenuity in handling problem accounts, while obtaining customer cooperation and protecting the Bank's interests; Main emphasis on rehabilitating accounts and retaining solid, profitable business for the Bank, acting in a timely manner to identify the risk associated with all assigned accounts and executing immediate actions to minimize losses and secure the Bank's position; Discussing loan payment contractual agreements with customers before offering revised or reduced payments, terms, and conditions; Negotiating alternative payment arrangements, including token or reduced payment amounts from customers, and accurately communicating the revised loan terms and conditions; Evaluating the ability to make negotiated payments and assessing the source of funds for payment; Recommending or taking action to ensure previous customer commitments have been met, including resolving persistent payment issues; Making sound decisions regarding the acceptance, rejection, or offering of modified payment terms and settlements, while adhering to Bank policies and procedures.
• Ensure Customer Service fosters overall external and internal customer satisfaction in accordance with Scotia Service Standards: Listening, showing respect, and understanding the customer's circumstances to provide appropriate solutions through the acquisition and maintenance of a solid knowledge of personal and small business banking products and services; Presenting effective solutions to customers: being sincere/honest when the Bank cannot provide the solution they seek, offering an explanation as to why and suggesting alternatives; Addressing and resolving customer concerns, inquiries, issues, or complaints regarding past due loan contracts; Escalating more serious situations/issues to the Team Lead or Collections Manager, as needed for prompt and equitable resolution; Recommending appropriate changes in policy and procedures with the aim of streamlining operations, improving the customer experience.
• Contribute to the effective functioning of the team: Assisting with the training of new team members (delegating, reviewing work preparation) or following up on cross-training initiatives within the department; Actively participating and contributing to coaching sessions, huddle meetings, and team meetings; Acquiring and maintaining good knowledge of the department's functions, processes, and operational procedures; Fostering a culture of open and honest performance-oriented communication; Developing and executing a meaningful personal development plan.
• Understand how the Bank's risk appetite and risk culture should be considered in daily activities and decisions.
• Performs effective and efficient operations in their respective areas in accordance with Scotiabank's values, its Code of Conduct and the Global Sales Principles, while ensuring the suitability, compliance and effectiveness of daily business controls in order to meet obligations regarding operational risk, regulatory compliance risk, money laundering and terrorist financing risk and conduct risk.
• Promote a high-performance environment and contribute to an inclusive work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed