Team Lead

1 week ago

Montreal, Quebec, Canada Scotiabank Full time
Requisition ID:
# Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Purpose Preventative, Pre-Del and Over Limit Portfolio. This team prevents roll rates, helps supports clients in staying on track and to avoid entering collections. Utilizing CAT's and negotiations strategies to preemptively offer solutions on accounts for clients who are experiencing hardship. Accountabilities Leading a team of 12 CRT Advisors

  • Develop a team of high performing, subject matter experts with sound problem resolution, developing the team to be knowledgeable and confident, focusing on first contact resolution and delivering solutions for our customers.
  • Engage in coaching as an ongoing observational activity with the advisors by providing relevant feedback and coaching during live call observations, group coaching, skill building and lesson plans.
  • Conduct one on one coaching with CRT Advisors to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency, and quality.
  • Effectively managing direct reports following performance management protocols that address any performance, attendance and conduct concerns and working with HR and ER as required.
  • Effectively execute and ensure operational and management routines are followed that support employee development and performance.
  • Provide a best in class customer experience when dealing with business partners, customers, or team members by resolving customer matters; authorizing correspondence in a manner that reflects Bank policies and guidelines; and understanding the customers' circumstances and matching appropriate solutions through sound knowledge of collection practices, policies and procedures.
  • Provide human, straightforward, and knowledgeable service through daily interactions to create a relationship of mutual trust and confidence with customers and fellow employees.
  • Undertaking or personally directing the collection activity on complex accounts as required or as directed by Management by implementing actions, within limits, that will protect the Banks interests and integrity.
  • Authorizing within limits, various activities that will expeditiously protect the Bank's interests and result in optimum recovery ratios.
  • Act as subject matter expert on Customer Assistance Tools.
Education / Experience / Other information University/College degree in Business, Accounting, Finance, Business Management would be an asset

  • Bilingual in French and English an asset
  • Minimum of 1 year in a relevant position
  • Thorough knowledge of the Bank's collection policies and procedures.
  • Sound knowledge of products and services.
  • Sound knowledge of Bank's lending policies.
  • Well Versed in CAT's

Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English & French because they will serve English-speaking clientele.

Location(s): Canada : Quebec : Montreal || Canada : Quebec : Anjou
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 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.

Never supply bank or financial information to advertisers. If bank details or money are requested for a job vacancy, email .
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