Asesor de Cobranzas Trilingue

**Requisition ID**: 192789

We are committed to investing in our employees and helping you continue your career at ScotiaGBS

We are committed to investing in our employees and helping you continue your career at ScotiaGBS.

**Purpose**

The Collections Call Centre Adjustor (English and French) 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 over multiple Countries with adherence to established methodology by performing timely recovery.

The incumbent should reduce delinquency rates through effective management, persuading the client towards a solution advising and offering appropriate payment solution schemes under the approved collection scripts. They should use all available resources and outlets available and should continuously employ extensive search methods seeking additional client data, via family or references in compliance with existing policies

The incumbent should use a great deal of creativity and perseverance in the management of problem accounts to gain customer cooperation, preventing roll-over to the Non-Accrual/Charged-off category, maximizing the recovery of Charged Off accounts and protecting the Bank’s interest. The incumbent is responsible for meeting specific goals/objectives that will result in achieving high levels of productivity and effectiveness which will contribute to the overall success of the Unit.

The incumbent is responsible for providing effective, straightforward and knowledgeable service through daily interactions to create a relationship of mutual trust and confidence with our customers, suppliers, peers and other employees.

**Accountabilities**

**1. Influence collection activity so as to provide the Bank with optimal delinquency ratios**:

- Collect assigned accounts as per Collection Strategy, give attention to incoming collection calls, ensuring that all relevant information is recorded in the collection systems.
- Verify and classify the type of customer contacted and utilize appropriate Collection process based on

his/her credit history.
- Identify the PCR as to why the customer failed to pay, proposing solution schemes.
- Advise the customer with the best solution or alternative/more viable for the payment of arrears offering different payment plans based on the existing solution (regularization program payments, restructuring, settlements) and according to the current Collection strategy.
- Provide feedback to the team leader on relevant events encountered during the telephone management and search for additional data, as well as practices that they felt would have yielded better results.
- Addressing recommendations during feedback sessions with the team leader.
- Escalate unwilling customers to Management for commitment when necessary.
- Ensure that the search for relevant & additional information from the customer is done using the KYC - Know Your Customer model ensuring that confidentiality is maintained at all times.
- Perform all duties and activities assigned whilst adhering to the Bank’s core values and code of conduct.
- Act in a timely manner to identify the risk associated with all Credit Products assigned (manual and automated) enabling prompt action to minimize loss and secure the Bank’s position;
- Conduct timely and constructive collection activity by telephone, letter, or other appropriate means to facilitate prompt resolution and/or finalization of accounts;
- Recommend finalization strategies on accounts that will result in the best means of affecting maximum recovery ratios. This would include making sound recommendations on the feasibility
- Recommend finalization strategies on accounts that will result in the best means of affecting maximum recovery ratios. This would include making sound recommendations on the feasibility of accepting or offering settlements, accepting alternate payment arrangements (token or reduced payment amounts

**2. Contribute to the overall business objectives of the Unit in maintaining operational effectiveness**:

- Meet individual and Unit goals that have been established, Call Quality and others performance standards
- Maintain a sound knowledge of operating procedures and systems relating to the effective operation of the Collection Unit and ensure that these policies and procedures are adhered to;
- Ensure security procedures are strictly adhered to and that documentation and use of terminals/computers are properly safeguarded/controlled, immediately reporting any variance to the Collection Unit Manager;
- Ensure information placed on the Bank’s books/systems or that is otherwise communicated is accurate;
- Maintain the integrity and confidentiality of Bank and customer information under the rules