Dialer Administrator

ID de la solicitud: 235534

Gracias por tu interés en ScotiaGBS, el mejor campus de Bogotá. 

Únete a un equipo ganador con un propósito claro, comprometido con el logro de resultados en un entorno inclusivo y de alto desempeño.
 

Purpose

The incumbent is responsible to ensure proper operation of dialing system by ensuring that all assigned strategies and enhancements are thoroughly, accurately and timely completed while at the same time providing a valuable and consistent experience for the customer. These activities may include:

• Ensure that the department operates within established Bank policy and guidelines and in providing ongoing training and direction to other employees as directed

• Interact with the management team in service, development, research and review of dialer workflows.

• Monitor campaign and adjustors performance logged into the Dialer

• Provide a high level of professional service to customers (both internal and external) consistent with the standards and procedures.

• Responsible for providing human, straightforward and knowledgeable service through daily interactions to create a relationship of mutual trust and confidence with our customers, suppliers and other employees.

Accountabilities

• Ensure that requirements are clearly, accurately and thoroughly understood either for system changes, process changes and/or analytics and that there is value and consistency added to the customer experience by:

• Monitoring campaigns and agents’ performance to ensure that dialer system is performing properly.

• Provide support to the Operations Units in the use of technology hardware and software.

• Monitor the team while ensuring compliance to achieve maximum collection results for clients and the company

• Monitoring daily/weekly/monthly Dialer productivity

• Create and update dialing campaigns, filter, list strategies and reports

• Monitor and adjust performance of dialer systems

• Create and update Digital and Alternative channels strategies from SMS/email/WhatsApp/Blaster campaigns.

• Monitoring campaigns and agents’ performance to ensure that campaigns are performing properly.

• Identify needs and opportunities in cooperation with the business, stakeholders, and Development teams to match alternative Campaigns Channels offering with business collections needs.

• Assist in the review and analysis of a broad range of information on delinquent Retail and Small Business Lending portfolios in order to identify/correct potential problem situations by:

• Assisting in the preparation of the monthly summary of collection developments across all Retail Lending products that is provided to the Supervising Office

• Recommending appropriate change to policy and procedures that will maximize the recovery of delinquent accounts and participating, as required, in the formulation of delinquency and loan loss objectives.

3. Contribute to the overall business objectives of the Unit ensuring operational effectiveness:

• Maintain a sound knowledge of operating procedures and systems relating to the effective operation of the Collection Unit.

• Ensure security procedures are strictly adhered to and properly documented.

• Maintain the integrity and confidentiality of Bank and customer information under the rules and regulations as set out in the Bank’s Privacy Code

• Maintain strict adherence to Bank and Unit security procedures with respect to assigned authorities and responsibilities reporting any unusual occurrences or fraudulent activity to the Manager immediately.

4. Ensure the delivery of Customer Service fosters overall Customer/Branch satisfaction consistent with Scotia Service Standards by:

Demonstrate and practice the standards of Customer Service you expect staff to emulate in interactions with customers/branches/suppliers in a way that is human, straightforward and knowledgeable by:

• Showing respect to the customer, listening to the customer’s needs.
• Presenting down to earth solutions – being upfront with customers when the Bank cannot provide the solution they seek, offering an explanation as to why and suggesting alternatives.
• Understanding the customer’s circumstances and making appropriate solutions

• Take full responsibility for all inquiries/concerns/complaints directed to you by:

• Ensuring problems are adequately documented.
• That matters within your discretion are resolved to the customer’s satisfaction or where they are not within your discretion that they are referred to the Sr. Assistant Manager/Manager for resolution.
• That commitments made have been met.
• Recommending actions that will prevent recurring problems, where possible.

Dimensions

The following specific skills and knowledge requirements are applicable to the job:

• Proven communication skills to optimize collection effectiveness.

• Sound knowledge of the Collection Unit operating procedures.

• Sound knowledge of the Bank’s systems, and more particularly, of automated collection systems.

• Organizational and motivational skills and the ability to prioritize/delegate and deal with a variety of concurrent tasks and situations on an ongoing basis.

• Very good negotiation and analytical skills in order to coordinate and present alternatives to customers.

• Creative and innovative thinking

• Knowledge in administration of predictive dialers (desired ALM-UIP) *Not required

Education / Experience 

• B1 English level
• A Bachelor’s degree preferred. Equivalent experience may be considered in lieu of degree.
• 2+ years in a contact center industry.
• PC skills (i.e. familiar with Windows and able to work within Windows based programs).
• Strong knowledge in Access, SQL and Intermedial Excel
• Experience woiyh Power BI is a Plus
• Execute the Unit’s Compliance responsibilities as reflected in the Branch Service and Procedures manual:
• Ensuring that, AML/ATF policies are understood and complied with.
• Ensuring that, Know Your Customer (KYC) policies are understood and complied with.
• Becoming familiar with the AML/ATF regulations, which affect the Unit’s business activity.
• Provide direction to staff regarding group and local AML/ATF policies.
• Submitting required AML/ATF reports including Unusual Transactions Report etc.
• Ensuring that training on AML/ATF matters is provided within established policies and procedures

Working Conditions

Work in a standard office-based environment; non-standard hours are a common occurrence.

Ubicación(s):  Colombia : Bogota : Bogota

ScotiaGBS forma parte del grupo de empresas de Scotiabank ubicado en Bogotá, Colombia, y fue creado para apoyar diversos procesos del Banco y el desarrollo y ejecución de su estrategia global de servicios en 15 países de las Américas. Está compuesto por 7 unidades de servicio. Ofrecemos un ambiente de trabajo inclusivo y positivo, además de ventajas competitivas.

En ScotiaGBS, valoramos las habilidades y experiencias únicas que cada persona aporta al Banco y nos hemos comprometido a crear y mantener un entorno inclusivo y accesible para todos. Los candidatos deben postularse directamente en línea si desean ser tomados en cuenta para este puesto. Agradecemos a todos los candidatos por su interés en esta oportunidad profesional en ScotiaGBS; sin embargo, solo contactaremos a quienes hayan sido seleccionados para una entrevista.