Trilingual Collections Advisor

Requisition ID: 204865

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

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

Role Overview

The Trilingual Collections Advisor plays a crucial role in enhancing recovery rates on assigned credit products while effectively managing collection expenses. This position involves conducting timely and efficient follow-ups on various credit accounts, including those in arrears and written-off statuses.

The advisor is expected to handle both outbound and inbound communications across multiple countries, adhering to established methodologies to achieve optimal recovery outcomes.

The individual will work to decrease delinquency rates by effectively guiding clients towards solutions, offering suitable payment options as per approved collection protocols. Utilizing available resources and employing thorough search techniques to gather additional client information is essential, all while complying with existing policies.

Creativity and persistence are key in managing challenging accounts to secure customer cooperation, thereby preventing accounts from being classified as non-accrual or charged-off. The advisor will be accountable for meeting specific performance targets that contribute to the overall success of the unit.

Key Responsibilities

1. Drive collection efforts to optimize delinquency ratios:

• Manage assigned accounts according to the Collection Strategy, 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 viable solutions.
• Guide customers towards the most effective payment options, including restructuring and settlement plans, in line with current strategies.
• Provide insights to team leadership regarding challenges faced during collection efforts and suggest improvements.
• Escalate cases of non-cooperation to management when necessary.
• Conduct thorough searches for additional customer information while maintaining confidentiality.
• Perform all tasks in alignment with the Bank's core values and ethical standards.

2. Contribute to the operational effectiveness of the unit:

• Achieve individual and team objectives, including call quality and performance metrics.
• Maintain a comprehensive understanding of operational procedures and ensure compliance.
• Safeguard sensitive information and report any discrepancies to management.
• Ensure accuracy in all data recorded in the Bank's systems.

3. Deliver exceptional customer service to enhance satisfaction:

• Engage with customers in a knowledgeable and respectful manner.
• Provide clear and honest communication regarding the Bank's capabilities and suggest alternatives when necessary.
• Understand customer circumstances to offer tailored solutions based on a solid understanding of retail lending products.

4. Manage inquiries and complaints effectively:

• Document issues thoroughly and resolve them to customer satisfaction or escalate as needed.
• Ensure commitments made to customers are fulfilled.
• Recommend 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 impacting business activities.
• Review customer transactions in accordance with established policies.

Reporting Structure

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 the Bank's systems, particularly collection systems.
• Understanding of retail and small business collections policies and procedures.
• General knowledge of relevant legislation and legal proceedings affecting recovery efforts.

Scotia GBS is a proud member of the Scotiabank Group, dedicated to supporting various banking processes and executing a global service strategy across multiple countries. We are committed to providing a positive work environment and competitive benefits.

At ScotiaGBS, we appreciate the unique skills and experiences each individual contributes and strive to maintain an inclusive and accessible workplace for all.