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Trilingual Collections Advisor

hace 2 meses

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

Requisition ID: 204865

Thank you for your interest in Scotiabank, a leading financial institution.

Purpose:

The Trilingual Collections Advisor is tasked with optimizing recovery efforts on designated credit products while minimizing collection expenses. The role involves executing timely and effective follow-ups on accounts at various stages of delinquency, including current and previously written-off accounts.

The advisor is expected to manage both outbound and inbound communications across multiple countries, adhering to established protocols to ensure effective recovery.

Utilizing a strategic approach, the advisor aims to decrease delinquency rates by guiding clients towards viable solutions and offering suitable payment plans in accordance with approved collection strategies. This includes leveraging all available resources and employing thorough search techniques to gather additional client information, while complying with existing policies.

Creativity and persistence are essential in managing challenging accounts to secure customer cooperation, preventing accounts from moving to non-accrual status, maximizing recovery on charged-off accounts, and safeguarding the bank's interests. The advisor is accountable for achieving specific performance targets that contribute to the overall success of the unit.

Key Responsibilities:

  1. Enhance collection efforts to achieve optimal delinquency ratios:
  • Manage assigned accounts according to the Collection Strategy, addressing incoming collection inquiries and ensuring accurate documentation in collection systems.
  • Assess customer profiles and apply appropriate collection methods based on credit history.
  • Identify reasons for payment failures and propose suitable solutions.
  • Advise customers on the best payment options available, including regularization programs and restructuring plans.
  • Provide constructive feedback to team leaders regarding challenges faced during customer interactions.
  • Escalate cases of uncooperative customers to management when necessary.
  • Ensure compliance with KYC (Know Your Customer) protocols while maintaining confidentiality.
Support the unit's operational effectiveness:
  • Meet individual and team performance goals, including call quality standards.
  • Maintain comprehensive knowledge of operational procedures and ensure adherence to policies.
  • Safeguard customer and bank information, reporting any discrepancies to management.
Deliver exceptional customer service:
  • Engage with customers in a respectful and knowledgeable manner, actively listening to their needs.
  • Provide clear and honest solutions, explaining limitations and suggesting alternatives when necessary.
Manage inquiries and complaints effectively:
  • Document issues thoroughly and resolve matters within your authority or escalate as needed.
  • Ensure commitments made to customers are fulfilled.
Adhere to compliance responsibilities:
  • Understand and comply with AML/ATF policies and KYC regulations.
  • Familiarize yourself with relevant local laws and regulations.

Reporting Relationships:

Primary Manager: International Banking Collections Manager
Direct Reports: Collections Supervisor / Collections Manager

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 and legal proceedings impacting recovery efforts.