Trilingual Collections Consultant

hace 2 meses

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

Requisition ID: 204865

Thank you for considering a career with ScotiaGBS, a leading organization in the financial services sector.

Overview

The Trilingual Collections Consultant plays a crucial role in optimizing recovery efforts on assigned credit products while ensuring cost-effective collection practices. This position involves proactive follow-up on accounts in various stages of delinquency, including current and previously written-off accounts.

The consultant is responsible for managing both outbound and inbound communications across multiple countries, adhering to established methodologies to achieve timely recoveries.

Key Responsibilities

1. Enhance collection efficiency to achieve optimal delinquency ratios:

  • Execute collection strategies for assigned accounts, ensuring accurate documentation of all interactions.
  • Assess customer profiles and apply appropriate collection processes based on their credit history.
  • Identify reasons for payment failures and propose viable solutions.
  • Advise customers on the best payment options available, including restructuring and settlement plans.
  • Provide constructive feedback to team leaders regarding challenges faced during customer interactions.
  • Escalate cases of non-compliance to management when necessary.
  • Conduct thorough customer data searches while maintaining confidentiality.

2. Support the operational objectives of the unit:

  • Meet individual and team performance targets, including call quality standards.
  • Maintain comprehensive knowledge of operational procedures and ensure compliance.
  • Safeguard customer and bank information in accordance with privacy regulations.

3. Deliver exceptional customer service:

  • Engage with customers in a respectful and knowledgeable manner.
  • Provide clear explanations when solutions cannot be offered and suggest alternatives.

4. Manage inquiries and complaints effectively:

  • Document all customer interactions thoroughly.
  • Resolve issues within your authority or escalate to team leaders as needed.

5. Adhere to compliance responsibilities:

  • Understand and comply with AML/ATF policies.
  • Familiarize yourself with local regulations impacting the unit's operations.

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.

• Knowledge of relevant legislation affecting recovery efforts.

Scotia GBS is a proud member of the Scotiabank Group, dedicated to providing a supportive and inclusive work environment. We value the diverse skills and experiences of our employees and are committed to fostering an accessible workplace for all.

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