Bilingual Advisor for Overdue Payments

3 weeks ago

Toronto, Ontario, Canada Scotiabank Full time

Role Summary

The ScotiaHelps Advisor, Front End is responsible for maximizing 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 loans in varying stages of arrears and, on accounts where a potential risk to the Bank is evident.

Key Responsibilities

  • Customer Fulfillment/Experience
  • Provide human, straightforward, and knowledgeable service through daily interactions to create a relationship of mutual trust and confidence with customers and fellow employees;
  • Understand the customers' circumstances and match appropriate solutions through sound knowledge of collection practices, policies and procedures;
  • Address and resolve customer concerns, inquiries, issues or complaints on loan contracts in arrears;
  • Be upfront with customers when the Bank cannot provide the solution they seek, offering an explanation as to why and suggesting alternatives;
  • Prepare correspondence including demand letters in a manner that reflects Bank policies and guidelines while conveying a tone that protects integrity of the customer;
  • Evaluate the client's current financial situation and apply solid credit knowledge combined with creativity and ingenuity in the management of problem accounts while obtaining customer cooperation and protecting the Bank's interests;
  • Discuss contractual loan payment arrangements with customers before offering revised or reduced payments, terms and conditions;
  • Negotiate alternate payment arrangements including token or reduced payment amounts from customers and accurately communicate the revised terms and conditions of the loan;
  • 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.

Operational Efficiencies and Compliance

  • Report and escalate any unusual occurrences or fraudulent activities evidenced through customer conversations and/or payment verification directly to the Team Lead, Manager or Director, Front End Collections;
  • Conduct timely and constructive collection activity by telephone, letter, text message, e-mail, or other appropriate means;
  • Effectively and efficiently use the automated call distribution and outbound predictive dialer systems;
  • Utilize the collection system to facilitate communication within the department, among team members and/or referral of the account to the Team Lead or Manager, Front End Collections;
  • Complete 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;
  • Adhere 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.

Requirements

  • Post-secondary education, with minimum 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;
  • Must have strong verbal and written communications skills in English and French;
  • Branch working experience is 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 involved parties;
  • 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.

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