Trilingual Collections Consultant

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Scotiabank A tiempo completo

Requisition ID: 204865

Thank you for considering a career with ScotiaGBS, a leader in financial services.

We are dedicated to fostering a results-oriented team culture that values inclusivity and high performance.

Role Overview

The Trilingual Collections Consultant plays a crucial role in enhancing recovery rates on assigned credit products while controlling collection expenses. This position involves executing timely and effective follow-ups on accounts at various stages of delinquency, including current and previously written-off accounts.

The consultant will manage both outbound and inbound communications across multiple countries, adhering to established methodologies to ensure effective recovery efforts.

Utilizing creativity and persistence, the consultant will work to lower delinquency rates by guiding clients towards viable payment solutions, employing approved collection scripts, and leveraging all available resources to gather additional client information in compliance with existing policies.

Key Responsibilities

1. Optimize collection efforts to achieve favorable delinquency ratios:

  • Execute collection strategies on assigned accounts, ensuring accurate documentation of all relevant interactions.
  • Assess customer profiles and apply appropriate collection processes based on their credit history.
  • Identify reasons for payment failures and propose suitable solutions.
  • Advise customers on the best payment options available, including restructuring and settlement plans.
  • Provide constructive feedback to team leaders regarding collection practices and customer interactions.
  • Escalate cases of non-cooperation to management when necessary.
  • Ensure compliance with KYC (Know Your Customer) protocols while maintaining confidentiality.

2. Contribute to the operational success of the unit:

  • Meet individual and team performance goals, including call quality standards.
  • Maintain a thorough understanding of collection procedures and ensure adherence to them.
  • Safeguard sensitive information and report any discrepancies to management.
  • Recommend improvements to policies and procedures to enhance operational efficiency.

3. Deliver exceptional customer service to enhance satisfaction:

  • Engage with customers in a respectful and knowledgeable manner.
  • Provide clear and honest solutions, explaining limitations and suggesting alternatives when necessary.
  • Understand customer circumstances to offer tailored solutions based on a comprehensive knowledge of retail lending products.

4. Manage inquiries and complaints effectively:

  • Document issues thoroughly and resolve them to the customer's satisfaction or escalate as needed.
  • Ensure commitments made to customers are fulfilled.
  • Propose preventive measures for recurring issues.

5. Uphold compliance responsibilities as outlined in the Bank's policies:

  • Ensure understanding and adherence to AML/ATF regulations.
  • Familiarize with local laws and regulations affecting business activities.
  • Review customer transactions in accordance with established policies.

Qualifications

• Minimum of 1 year experience in a call center environment (Customer Service, Marketing, Collections, etc.)

• Familiarity with banking systems, particularly collection processes.

• Knowledge of retail and small business collections policies.

• Understanding of legal implications affecting recovery and losses.

Scotia GBS is a proud member of the Scotiabank Group, dedicated to supporting various banking processes and executing global service strategies across multiple countries. We are committed to creating an inclusive and positive work environment, offering competitive benefits to our employees.

At ScotiaGBS, we value the diverse skills and experiences each individual brings and strive to maintain an accessible environment for all. We appreciate your interest in a career with us; however, only candidates selected for interviews will be contacted.

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