Team Lead

2 weeks ago

Montreal, Canada Scotiabank Full time

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

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

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