Title:  Credit Specialist

Requisition ID: 276341  

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Purpose

The Credit Specialist is part of the GBS-DR, Global Operations team and is responsible for conducting thorough review of conditionally approved retail credit applications received through Digital and Contact Centre channels.  The Credit Specialist identifies inconsistencies in the application, validates all required SAM messages, underwrites and decisions the application while adhering to authorized approval limits.  Validation of identity forms is a critical component of the review process requiring all investigation activities to be documented in the case.

Accountabilities 

•    Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

•    Underwriting Retail Credit by:
o    Reviewing and authorizing conditionally approved applications for accuracy and consistency in all credit policies.
o    Executing thorough credit investigations and providing sound recommendations/approvals within assigned limits, (see Appendix A) on loan applications and credit related services.
o    Conducting effective telephone communications in order to complete/conclude credit investigations while maintaining the confidentiality of the Bank and customer. 
o    Performing enhanced due diligence and adhering to full investigation as per KYC procedures.
o    Responding to correspondence concerning credit enquiries and problems from customers and branches.
o    Validating identity of applicant using current and relevant processes.
o    Reporting fraud through proper channels when identified.
o    Recommendation to ACE when the application warrants an override to SAM/DRE credit decision.

•    Develop and maintain banking relationships with customers in a way which ensures that the delivery of customer service fosters overall customer satisfaction consistent with the Scotia Service standards by:
o    Ensuring the inbound/outbound calling authentication procedure is followed.
o    Acquiring and maintaining a thorough knowledge of all Retail Lending products, policies and procedures necessary to respond appropriately to customer inquiries.  The incumbent should also develop and maintain an awareness of competitor’s products and services. 
o    Responding to customers immediate service requirements as well as identifying opportunities to explain and promote the sale of other Bank products.  Referring cross-sell/up-sell opportunities to the Contact Centre and/or branch.
o    Assuming responsibility for all customer enquiries/concerns/complaints directed to him/her by resolving those matters within his/her discretion, to the customer’s satisfaction or by referring the customer to the appropriate source as set out in the Bank’s Complaint Resolution Standards and Procedure’s and Privacy Code.
o    Taking full responsibility for resolving all customer/branch inquiries, and de-escalating concerns/complaints.

•    Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct. 

•    Champions a high performance environment and contributes to an inclusive work environment. 

Dimensions

AUTHORITY/DECISION MAKING/DIRECTION RECEIVED:

•    Within agreed guidelines and policies, the incumbent works with minimal supervision/direction from the Manager, Credit Solutions.
•    The incumbent must also respond and follow-up for resolution of problems with a minimum of upward referral required.
•    Retail Lending CCUL Operations Approval & Exception Authority – See Appendix A.

Immediately analyse nature of inquiry, determine customer’s needs and resolve customer/branch issue to both the customer’s and the Bank’s satisfaction.  Explaining policies/procedures in a way that the customers understand the rationale when resolution of a concern is not completed as customer wishes.  Assess customer’s needs and identify sale, cross-sell potential, and retention opportunities and take immediate appropriate action.  Deals with customer/branch matter except where the nature of the inquiry must be escalated to the Manager or as per Bank procedures.  

Education / Experience / Other Information

The incumbent requires:

•    English language skills at the Advanced level
•    High School diploma and a minimum of 2 years of relevant working experience
•    Basic computer skills, including common software tools (Microsoft Office products)
•    Sound judgment in conducting credit investigations and making retail credit recommendations.
•    Basic knowledge of Bank retail lending products including credit cards and lines of credit.
•    Previous telephone/telemarketing experience

Working Conditions

•    The position is primarily non-physical; some movement of materials (usually done by lifting) is required (i.e. file trays, computer reports, etc.).
•    The incumbent works in a standard office environment.
•    Intermittent periods of concentration are required while working on video display terminals and verifying the accuracy of documents.
•    There are ongoing and frequent telephone inquiries as well as deadlines, time constraints and pressure situations from customers that may occur frequently.  There will be seasonal peaks and excessive volumes due to campaign schedules.
•    The role may require periodic shift (30 days’ notice) changes and rotations to accommodate operational needs,  planned vacation relief and unplanned absence. Shifts are within the hours of 8:30am-9pm (Monday to Saturday).

Location(s):  Colombia : Bogota : Bogota 

ScotiaGBS 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. We offer an inclusive, positive work environment, and competitive benefits.

At ScotiaGBS, we value the unique skills and experiences each individual brings 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 candidates who are selected for an interview will be contacted.

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