Trilingual Collections Consultant

Requisition ID: 204865

Thank you for your interest in ScotiaGBS, a leading institution in the financial sector.

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

Role Overview

The Trilingual Collections Consultant is tasked with optimizing recovery efforts on designated credit products while controlling collection expenses. The role involves proactive and efficient follow-up 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 protocols to ensure timely recovery.

By effectively engaging clients, the consultant aims to reduce delinquency rates through strategic management, guiding clients towards viable payment solutions as per approved collection guidelines. Utilizing all available resources, the consultant will employ comprehensive search techniques to gather additional client information, ensuring compliance with existing policies.

Creativity and persistence are essential in managing challenging accounts to secure customer cooperation, preventing accounts from transitioning to non-accrual status, and maximizing recovery on charged-off accounts while safeguarding the Bank's interests. Achieving specific performance targets is crucial for contributing to the overall success of the unit.

Key Responsibilities

1. Enhance collection efforts to achieve optimal delinquency ratios:

• Execute collection strategies for assigned accounts, ensuring accurate documentation of all relevant information.
• Assess customer profiles and apply appropriate collection methods based on credit history.
• Identify reasons for payment failures and propose effective solutions.
• Advise customers on the best payment options available, including restructuring and settlement plans.
• Provide constructive feedback to team leaders regarding collection practices and outcomes.
• Escalate cases of non-compliance to management when necessary.
• Maintain confidentiality while conducting customer inquiries following the KYC (Know Your Customer) model.
• Act promptly to identify risks associated with assigned credit products to minimize losses.
• Conduct timely collection activities through various communication channels to facilitate account resolution.
• Recommend strategies for finalizing accounts to maximize recovery ratios.

2. Support the unit's operational effectiveness:

• Meet established individual and unit performance goals.
• Maintain comprehensive knowledge of collection procedures and ensure adherence to policies.
• Safeguard customer and bank information in compliance with privacy regulations.
• Propose improvements to policies and procedures for enhanced operational efficiency.

3. Deliver exceptional customer service to enhance overall satisfaction:

• Engage with customers in a respectful and knowledgeable manner.
• Provide clear and honest communication regarding the bank's capabilities and alternatives.
• Understand customer circumstances to offer tailored solutions based on product knowledge.

4. Manage inquiries and complaints effectively:

• Document all customer interactions thoroughly.
• Resolve issues within your authority or escalate them appropriately.
• Ensure commitments made to customers are fulfilled.
• Recommend preventive measures for recurring issues.

5. Adhere to compliance responsibilities:

• Understand and comply with AML/ATF policies.
• Familiarize yourself with relevant regulations affecting the unit's operations.
• Assist in reviewing 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.

• Understanding of retail and small business collections policies.

• General knowledge of legal implications affecting recovery efforts.

Scotia GBS is a subsidiary of Scotiabank, dedicated to supporting various banking processes and executing global service strategies across multiple countries. We offer a positive work environment and competitive benefits.

At ScotiaGBS, we value the diverse skills and experiences of our employees and are committed to fostering an inclusive and accessible workplace.