Title:  ScotiaHelps Advisor, Advanced Team

Requisition ID: 272813 

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

The ScotiaHelps Advisor, AdvancedbTeam , is responsible for providing quality decisions to minimize potential loan losses and improve profitability from an assigned portfolio of customer relationships assigned to the Unit. his role conducts timely and effective collection follow-up on assigned loans in varying stages of arrears and, on accounts where a potential risk to the Bank is evident. The role primarily involves collection activity in a high balance and high-risk segment of Scotiabank Retail Banking Customers that have fallen delinquent or have exhibited risky behaviour requiring specialized treatment of their accounts.

Is this role right for you? - In this role you will:

1. Provide quality decisions to minimize losses and improve profitability on accounts assigned to the ScotiaHelps Advance team by:

• Providing human, straightforward, and knowledgeable service through daily interactions to create a relationship of mutual trust and confidence with customers and fellow employees.
• Providing guidance and counsel to assigned customers through consistent and proactive communication.
• Determining, through probing question, understand the customers’ circumstances and matching appropriate solutions through sound knowledge of collection practices, policies and procedures.
• Addressing and resolving customer concerns, inquiries, issues or complaints on loan contracts in arrears.
• Preparing correspondence including demand letters in a manner that reflects Bank policies and guidelines while conveying a tone that protects the integrity of the customer.
• Utilizing alternate collection practices i.e., skip tracing, submitting Right-of-Offset etc. to prompt contact to solution for our customers.
• Effectively analyzing problem loan situations and contacting customers to diagnose type and cause of default which exposes the Bank to higher risk.
• Establishing a reasonable time frame, based on the facts obtained, to expect the customer to bring payments current and follow for the payments or act to cure defaults
• Utilizing loss mitigation tools as applicable within specified limits, guidelines, and making recommendations best suited to resolve the account
• Investigating and escalating with recommendations for any opportunities to improve operational effectiveness

2. Business Plan Execution – Supports Bank’s business plans, and business objectives for the department by:

• Evaluating the client’s current financial situation and applying solid credit knowledge combined with creativity and ingenuity in the management of problem accounts while obtaining customer cooperation and protecting the Bank’s interests.
• Primary emphasis on rehabilitating accounts and retaining sound, profitable business for the Bank by acting in a timely manner to identify the risk associated with all assigned accounts and executing prompt action to minimize losses and secure the Bank’s position.
• Discussing contractual loan payment arrangements with customers before offering revised or reduced payments, terms and conditions.
• Negotiating alternate payment arrangements including token or reduced payment amounts from customers and accurately communicating the revised terms and conditions of the loan.
• Evaluating the ability to make negotiated payments and assessing the source of funds for payment.
• Recommending or taking action to ensure past customer commitments have been met including resolving persistent payment problems.
• Makes sound decisions on accepting, rejecting or offering amended payment terms and settlements while conforming to Bank policies and procedures.

3. Operational Efficiencies and Compliance – Drive operational effectiveness activities and compliance by:

• Reporting and escalating any unusual occurrences or fraudulent activities evidenced through customer conversations and/or payment verification directly to the Team Lead, Manager or Director, Advance Team
• Conducting timely and constructive collection activity by telephone, letter, text message, e-mail, or other appropriate means.
• Effectively and efficiently using the automated call distribution and outbound predictive dialer systems.
• Utilizing the collection system to facilitate communication within the department, among team members and/or referring the account to the Team Lead or Manager, Loss Mitigation
• Completing updates to all appropriate Bank systems
• Maintain the integrity and confidentiality of the Bank and Customer information as set out in Scotiabank’s Privacy Code
• Adhering to regulatory and Internal Bank guidelines as required and maintaining awareness throughout the year, ensuring compliance to AML (Anti-Money Laundering), KYC (Know Your Customer) and Privacy policies.

4. Team Membership – Contribute to the effective functioning of the team by:

• Assisting with the training of new team members (delegating, reviewing work preparation) or the monitoring of cross-training initiatives within the department.
• Actively participating and contributing to coaching sessions, touch base and team meetings.
• Acquiring and maintaining a good knowledge of the department functions, processes and operating procedures.
• Fostering a performance-oriented culture of open and honest communication.
• Developing and executing a meaningful personal development plan.

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

• Post-secondary education, or minimum 1 year of experience in the collection of delinquent or overdue accounts in the financial services industry (experience collecting on delinquent accounts is preferred)
• Branch working experience and bilingualism are considered an asset
• Ability to deal effectively with Branch and/or customer inquiries, concerns or complaints and provide prompt and accurate resolution to complete satisfaction of all parties involved.
• Experience with Microsoft operating systems including Word, Excel, Outlook and the Internet.
• Sound knowledge of the Bank’s Retail products, services and operating/collections systems.
• An understanding of predictive dialer equipment and payment collection systems is an asset.

Working Conditions

• Work in a standard office-based environment including hybrid; non-standard hours are a common occurrence.
• Working hours: Shift is 37.5 hours per week, Business hours are Monday - Friday from 8 am - 6 pm EST
• Location: Location: 1870 Alta Vista Drive, Ottawa OR 2201 Eglinton Avenue East, Scarborough

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.