Asesor de Cobranzas Trilingüe

Purpose The ScotiaHelps Advisor, Front End (Bilingual) is responsible for the maximization of collection recoveries on assigned Credit Products while minimizing collection costs. The incumbent conducts timely, effective collection follow‑up/activity on assigned Credit products in varying stages of arrears, as also current and written‑off accounts. The incumbent is expected to manage outbound and inbound calls for multiple countries with adherence to established methodology by performing timely recovery. The incumbent should reduce delinquency rates through effective management, persuading the client toward a solution, advising and offering appropriate payment solution schemes under the approved collection scripts. They should use all available resources and outlets, continuously employ extensive search methods seeking additional client data via family or references in compliance with existing policies. Accountabilities Influence collection activity to provide the Bank with optimal delinquency ratios, including: Collect assigned accounts per Collection Strategy, ensuring all relevant information is recorded. Verify and classify customers and utilize the appropriate Collection process based on credit history. Identify the root cause of payment failure, proposing solution schemes. Advise customers on the best solution or alternative payment plans such as regularization, restructuring, or settlements. Provide feedback to the team leader on events and recommend better practices. Escalate unwilling customers to management when necessary. Use the KYC model to search for additional information while maintaining confidentiality. Adhere to the Bank’s core values and code of conduct in all activities. Identify risks associated with all assigned Credit Products and take prompt action to minimize loss. Conduct collection activity by telephone, letter, or other appropriate means to expedite resolution. Recommend finalization strategies that maximize recovery ratios, including settlements or alternate payment arrangements. Contribute to overall business objectives of the Unit by: Meeting individual and Unit goals, call quality, and other performance standards. Staying current on operating procedures and systems and ensuring adherence. Ensuring security procedures are strictly followed and reporting variances to the Collection Unit Manager. Maintaining accurate documentation and communication in the Bank’s books/systems. Protecting the integrity and confidentiality of customer information under the Privacy Code. Proposing policy or procedure changes to improve efficiency and customer commitment. Ensure the delivery of Customer Service that fosters overall satisfaction consistent with ScotiaService Standards by: Interacting with customers, branches, and suppliers straightforwardly and with knowledge. Showing respect and listening to customer needs. Presenting effective solutions, being upfront when a solution cannot be provided, and suggesting alternatives. Understanding customer circumstances and providing appropriate solutions based on knowledge of retail lending products and policies. Take responsibility for inquiries, concerns, and complaints directed to you by: Ensuring problems are documented and resolved to customer satisfaction or referred to the Team Leader when beyond discretion. Ensuring commitments are met and recommending actions to prevent recurring problems. Adhering to standards and procedures of the Bank’s Customer Complaint Resolution process. Execute the Unit’s compliance responsibilities by: Ensuring AML/ATF and KYC policies are understood and complied with. Familiarizing yourself with AML/ATF regulations and local laws. Reviewing customer transactions and activities per policies and procedures. Submitting required AML/ATF reports, such as the Unusual Transaction Report. Providing direction to staff regarding group and local AML/ATF policies. Assisting in obtaining additional information regarding UTRs and KYC. Ensuring training on AML/ATF matters is provided as per established policies. Reporting Relationships Primary Manager: ScotiaHelps Team Lead, Front End (Bilingual) Dimensions Proven communication skills Very good negotiation and analytical skills to coordinate and present alternatives to customers Goal‑oriented and positive attitude to achieve challenging goals Self‑motivation and teamwork character and skills Self‑organizational skills, ability to prioritize and multitask Basic PC skills, familiar with Windows and Windows‑based programs Education / Experience 1 year of work experience in a Call Center (Customer Service, Marketing, Collection, etc.) Knowledge of the Bank’s systems, particularly collection systems Knowledge of the Bank’s retail & Small Business Collections Policies & procedures General knowledge of legislation and legal procedures that impact recovery and losses Working Conditions Work in a standard office‑based environment; non‑standard hours are common. Location(s): Colombia : Bogota : Bogota Scotia GBS is a Scotiabank Group company located in Bogota, Colombia, created to support different processes of the Bank and the development and execution of its global services strategy in 15 countries in the Americas. It is composed of 7 service units and offers an inclusive, positive work environment, and competitive benefits. At ScotiaGBS, we value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaGBS; however, only those selected for an interview will be contacted. #J-18808-Ljbffr