Commercial Credit Officer

4 weeks ago


Ottawa, Ontario, Canada Scotiabank Full time

The Credit Recovery Specialist is responsible for maximizing the collection of overdue payments from customers while minimizing collection costs and loan losses on individually assigned accounts. This role conducts timely and effective collection follow-up on assigned accounts in varying stages of arrears, including early stage, late stage, and charged-off delinquencies.

Key responsibilities include:

  • Understanding 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 credit card 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;
  • Escalating more serious situations/problems to the Team Lead, Internal Collections Team, as required for speedy and equitable resolution.
  • Supporting the Bank's business plans and business objectives for the department by emphasizing rehabilitating accounts and retaining sound, profitable business for the Bank.

Key qualifications include:

  • Post-secondary education, with a minimum of 1 year of experience in the collection of delinquent or overdue accounts in the financial services industry or experience collecting on delinquent accounts is preferred.
  • Collections working experience and bilingualism in English and French is required.
  • Ability to deal effectively with Branch and/or customer inquiries, concerns, or complaints and provide prompt and accurate resolution to complete satisfaction of all involved parties;
  • Experience with Microsoft operating systems including Word, 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;
  • Knowledge of TSYS collection system is an asset.

Work in a standard office-based environment including hybrid; Monday - Friday, 8 am - 6 pm EST, 37 hours per week.



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