City : Bogota, DC, CO

Category : Customer Service Representative

Industry : Financial Services/Banking

Employer : Scotiabank

Requisition ID: 206758  

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Purpose

The Collections Call Centre Adjustor (Trilingual, English and French) is responsible for the maximization of collection recoveries on assigned Credit Products while minimizing collection costs.  The incumbent conducts timely, effective collection follow-up/activity on assigned Credit products in varying stages of arrears, as also current and written off accounts.

The incumbent is expected to manage outbound and inbound calls for over multiple Countries with adherence to established methodology by performing timely recovery. 

The incumbent should reduce delinquency rates through effective management, persuading the client towards a solution advising and offering appropriate payment solution schemes under the approved collection scripts. They should use all available resources and outlets available and should continuously employ extensive search methods seeking additional client data, via family or references in compliance with existing policies 

The incumbent should use a great deal of creativity and perseverance in the management of problem accounts to gain customer cooperation, preventing roll-over to the Non-Accrual/Charged-off category, maximizing the recovery of Charged Off accounts and protecting the Bank’s interest.  The incumbent is responsible for meeting specific goals/objectives that will result in achieving high levels of productivity and effectiveness which will contribute to the overall success of the Unit.

The incumbent is responsible for providing effective, straightforward and knowledgeable service through daily interactions to create a relationship of mutual trust and confidence with our customers, suppliers, peers and other employees.  

Accountabilities 

1.    Influence collection activity so as to provide the Bank with optimal delinquency ratios:

•    Collect assigned accounts as per Collection Strategy, give attention to incoming collection calls, ensuring that all relevant information is recorded in the collection systems.
•    Verify and classify the type of customer contacted and utilize appropriate Collection process based on 
his/her credit history. 
•    Identify the PCR as to why the customer failed to pay, proposing solution schemes.
•    Advise the customer with the best solution or alternative/more viable for the payment of arrears offering different payment plans based on the existing solution (regularization program payments, restructuring, settlements) and according to the current Collection strategy.
•    Provide feedback to the team leader on relevant events encountered during the telephone management and search for additional data, as well as practices that they felt would have yielded better results.
•    Addressing recommendations during feedback sessions with the team leader.
•    Escalate unwilling customers to Management for commitment when necessary.
•    Ensure that the search for relevant & additional information from the customer is done using the KYC – Know Your Customer model ensuring that confidentiality is maintained at all times.
•    Perform all duties and activities assigned whilst adhering to the Bank’s core values and code of conduct. 
•    Act in a timely manner to identify the risk associated with all Credit Products assigned (manual and automated) enabling prompt action to minimize loss and secure the Bank’s position;
•    Conduct timely and constructive collection activity by telephone, letter, or other appropriate means to facilitate prompt resolution and/or finalization of accounts;
•    Recommend finalization strategies on accounts that will result in the best means of affecting maximum recovery ratios.  This would include making sound recommendations on the feasibility 

•    Recommend finalization strategies on accounts that will result in the best means of affecting maximum recovery ratios.  This would include making sound recommendations on the feasibility of accepting or offering settlements, accepting alternate payment arrangements (token or reduced payment amounts

2.    Contribute to the overall business objectives of the Unit in maintaining operational 
 effectiveness:

•    Meet individual and Unit goals that have been established, Call Quality and others performance standards
•    Maintain a sound knowledge of operating procedures and systems relating to the effective operation of the Collection Unit and ensure that these policies and procedures are adhered to;
•    Ensure security procedures are strictly adhered to and that documentation and use of terminals/computers are properly safeguarded/controlled, immediately reporting any variance to the Collection Unit Manager;
•    Ensure information placed on the Bank’s books/systems or that is otherwise communicated is accurate;
•    Maintain the integrity and confidentiality of Bank and customer information under the rules and regulations as set out in the Bank’s Privacy Code;
•    Recommend appropriate change to policy and procedures that will provide efficient operations, meet commitments to customers, and meet custody and security policies.

3.    Ensure the delivery of Customer Service fosters overall Customer/Branch satisfaction 
consistent with ScotiaService Standards by:

•    Interacting with customers/branches/suppliers in a way that is straightforward and knowledgeable by:  
•    Showing respect to the customer, listening to the customer’s needs;
•    Presenting effective solutions to customers – being upfront/honest when the Bank cannot provide the solution they seek, offering an explanation as to why and suggesting alternatives;
•    Understanding the customer’s circumstances and making appropriate solutions through acquiring and maintaining a sound knowledge of retail lending products, services and those policies and procedures that are necessary to respond appropriately to customer needs.

4.    Take full responsibility for all inquiries/concerns/complaints directed to you by:

•    Ensuring problems are adequately documented;
•    That matters within your discretion are resolved to the customer’s satisfaction or where they are not within your discretion that they are referred to Team Leader for resolution;
•    Ensuring that commitments made have been met;
•    Recommending actions that will prevent recurring problems, where possible;
•    Understanding and adhering to the standards and procedures of the Bank’s Customer Complaint Resolution process.

5.    Execute the Unit’s Compliance responsibilities as reflected in the Bank and Collections Handbook & Procedures manual:

•    Ensuring that, AML/ATF policies are understood and complied with.
•    Ensuring that, Know Your Customer (KYC) policies are understood and complied with.
•    Becoming familiar with the AML/ATF regulations, which affect the Unit’s business activity.
•    Provide direction to staff regarding group and local AML/ATF policies.
•    Familiarize yourself with local laws & regulations of countries being supported or supervised.
•    Reviewing customer transactions and activity, according to policies and procedures.
•    Submitting required AML/ATF reports including Unusual Transactions Report etc.
•    Assisting in obtaining additional information from customers concerning UTRs, KYC etc required.
 

Reporting Relationships

Primary Manager:International Banking Collections Manager
Direct Reports:    Collections Supervisor / Collections Manager
Shared Reports:    
         
Dimensions
•    Proven communication skills
•    Very good negotiation and analytical skills in order to coordinate and present alternatives to customers
•    Goals-oriented and positive attitude to overcome stressing goals
•    Self-motivation and teamwork character and skills
•    Self-organizational skills. Ability to prioritize and deal with a variety of tasks and situations on an ongoing basis
•    Basic PC skills (i.e. familiar with Windows and able to work within Windows based programs

Education / Experience / Other Information 

•    1 year of work experience in Call Center (Customer Service, Marketing, Collection, etc) is desirable

•    Excellent communication in both English and French (B2 level)
•    Knowledge of the Bank’s systems, and more particularly, of collection systems 
•    Knowledge of the Bank’s retail & Small Business Collections Policies & procedures
•    General knowledge of legislation and legal proceedings as legal implications that has a direct impact on recovery and losses 

Location(s):  Colombia : Bogota : Bogota 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.