Title:  ScotiaHelps Advisor, Front End (Bilingual: English/French)

Requisition ID: 228091

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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 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 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.
  
  

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;
  
  

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

• Interacting with customers/branches/suppliers in a way that is straightforward and knowledgeable by:  
• Showing respect to the customer, listening to the customer’s needs;
  
  
  

4.    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
• Team Leader for resolution;Ensuring that commitments made have been met;
• Recommending actions that will prevent recurring problems, where possible;
• Understanding and adhering to the standards and procedures of the Bank’s Customer Complaint Resolution process.

5.    Execute the Unit’s Compliance responsibilities as reflected in the Bank and Collections Handbook & 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.
• Familiarize yourself with local laws & regulations of countries being supported or supervised.
   

Reporting Relationships 

• Primary Manager: ScotiaHelps Team Lead, Front End (Bilingual)
    
     

Education / Experience / Other Information

• 1 year of work experience in Call Center (Customer Service, Marketing, Collection, etc)
• Knowledge of the Bank’s systems, and more particularly, of collection systems
• Knowledge of the Bank’s retail & Small Business Collections Policies & procedures
• General knowledge of legislation and legal proceedings as legal implications that has a direct impact on recovery and losses 
• English and French (advance level)

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. We offer 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 candidates who are selected for an interview will be contacted.