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HR Dialer - Collections Officer, Scotia Dealer Advantage, Burnaby, BC

Date: Aug 13, 2019

Location: Burnaby, BC, CA

Company: Scotiabank




Requisition ID: 68368


Join the Global Community of Scotiabankers to help customers become better off.



Contributes to the overall success of the Collections department of Scotia Dealer Advantage in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives.  Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.




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


  • Conducts payment collection activity to provide the Bank with optimal delinquency ratios and loan loss levels by: acting in a timely manner to identify the risk associated with all assigned accounts and executing prompt action to minimize loss and secure the Bank’s position; conducting timely and constructive collection activity by telephone, letter, text message, e-mail, or other appropriate means.


  • Makes sound decisions on accepting, rejecting or offering amended payment terms and settlements while conforming to Bank policies and procedures by: discussing contractual loan payment arrangements with customers before offering revised or reduced payments, terms, conditions and loss mitigation tools; negotiating alternate payment arrangements including token or reduced payment amounts from customers and accurately communicating the revised terms and conditions of the loan.


  • Establishes full responsibility for all payment or collection related inquiries, concerns, arrangements or complaints by: addressing and resolving inbound customer concerns, inquiries, issues or complaints on loan contracts in arrears; recommending or taking action to ensure past customer commitments have been met including resolving persistent payment problems.


  • Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.


  • 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 implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.



Education / Experience

  • Previous experience in a collections and/or customer service capacity utilizing the telephone as the primary means of communication. 
  • Previous experience in the management and collection of delinquent or overdue accounts in the financial services industry or experience collecting on delinquent accounts. 
  • Experience with Microsoft operating systems including Word, Excel, Outlook and the Internet.
  • An understanding of predictive dialer equipment and payment collection systems is an asset.





Location(s):  Canada : British Columbia : Burnaby 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. 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. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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