Title:  Bilingual ScotiaHelps Advisor, CRT

Requisition ID: 270783 

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The purpose of the ScotiaHelps Advisor, Client Review role is to work preventatively within the pre-delinquency space. This team focuses on reducing roll rates, supporting clients in staying on track, and helping them avoid becoming delinquent.

Advisors utilize relief programs and negotiation strategies to proactively offer solutions for clients experiencing financial hardship. They engage directly with clients, conduct detailed reviews of their financial situations, assess the best available options, and recommend appropriate relief programs and payment plans tailored to each client’s needs.

Accountabilities

• Deliver a best-in-class customer experience by engaging with clients, business partners, and team members in a professional, empathetic, and solutions-focused manner.
• Build and maintain strong client relationships by understanding individual financial situations and providing tailored solutions that support positive outcomes. 
•  Apply strong product knowledge across lending and relief solutions to recommend appropriate programs, payment arrangements, and strategies that align with client needs and the Bank’s offerings.
• Utilize in-depth knowledge of collection practices, policies, and procedures to assess accounts and determine the most effective course of action.
• Address and resolve customer inquiries, concerns, and complaints with a focus on supporting clients experiencing financial hardship.
• Conduct detailed financial reviews with clients to identify risks and proactively provide preventative solutions to avoid delinquency.
• Negotiate repayment solutions within delegated authority levels, ensuring alignment with the Bank’s risk appetite and guidelines.
• Demonstrate strong knowledge of internal systems and tools to effectively manage accounts, document interactions, and support decision-making.
• Foster a customer-centric culture by contributing to team success and continuously enhancing knowledge of Bank products, policies, and industry practices.

Dimensions

• Maintain assigned workload within established Service Level Agreements
• Excellent oral and written communication skills with customers and internal partners via email and phone.
• Bilingualism in French is required. 
• Decision accounts and make sound recommendations while adhering to assigned Authority Limits, Policy, Processes and utilizing STRATA where applicable.
• Actively participates in and contributes to coaching sessions and team huddles, sharing insights and engaging in meaningful discussions to support individual and team performance.
• Foster a culture of open and honest performance-based communication

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Minimum High School Diploma 
• Prior work experience in a customer-facing role such as Contact Centre, Collections, Branch, or product management, is an asset
• Strong verbal and written communication skills. English is required and French is an asset
• Experience with Microsoft operating systems, including Word, Excel, Outlook, and the Internet
• Sound knowledge of the Bank's retail products, services, collection policy, procedures, and bank systems; including a strong knowledge and understanding of Soctiabank’s Mortgage Customer Assistance tools.

Location(s):  Canada : Ontario : Ottawa || Canada : Ontario : Scarborough 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, 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.