Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Ottawa


Requisition ID: 69863

Join the Global Community of Scotiabankers to help customers become better off.

Job Purpose:

The Collections Advisoris 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 Accountabilities:

- Customer Fulfillment/Experience - Ensure the delivery of customer service fosters overall customer and business line/department satisfaction by:

- Providing human, straightforward, and knowledgeable service through daily interactions to create a relationship of mutual trust and confidence with customers and fellow employees;
- 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 loan contracts in arrears;
- Being upfront with customers when the Bank cannot provide the solution they seek, offering an explanation as to why and suggesting alternatives;
- Preparing correspondence including demand letters in a manner that reflects Bank policies and guidelines while conveying a tone that protects integrity of the customer;
- Escalating more serious situations/problems to the Team Lead or Manager, Front End Collections, as required for speedy and equitable resolution.

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

- 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 loss and secure the Bank’s position;
- Evaluating 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;
- 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.

- 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, Front End Collections ;
- 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 referral of the account to the Team Lead or Manager, Front End Collections;
- 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.

- 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.

Education/Work Experience:

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. In addition,

Branch working experience and bilingualism 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.

Employment Details:

- Our Customer Contact Centre is located at 2220 Walkley Road, Ottawa, ON, K1G 5L2
- Position Start Date:November 12th, 2019
- Position Status: Contract Full-time Regular (37.5 hours)

Training Details:

- Training is mandatory and non-negotiable
- Training Duration:6 weeks
- Training Schedule: Monday – Friday: 8 am to 4 pm

Shifts after Training:
- Candidates must be flexible to work anytime within our hours of operation (Monday - Friday 7:00am-10:00pm Saturday 8:00am- 6:00pm

Location(s): Canada : Ontario : Ottawa

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. 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.

  • coaching
  • education
  • excel
  • retail
  • word

About the company

Scotiabank is Canada’s international bank and a leading financial services provider in North America, Latin America, the Caribbean and Central America, and Asia-Pacific. We are dedicated to helping our 23 million customers become better off 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. With a team of more than 88,000 employees and assets of $896 billion (as at July 31, 2016).

Scotiabank es el banco internacional de Canadá y un destacado proveedor de servicios financieros en Norteamérica, América Latina, el Caribe y Centroamérica, y Asia-Pacífico. Estamos comprometidos en ayudar a mejorar la situación de nuestros 23 millones de clientes a través de una completa gama de asesoría, productos y servicios en los sectores de banca personal y comercial, gestión patrimonial, y banca privada, corporativa y de inversión, y mercados de capital. Con un equipo de más de 88,000 empleados y con $ 896,000 millones en activos (al 31 de julio de 2016).

La Banque Scotia est la banque internationale du Canada et un leader parmi les fournisseurs de services financiers en Amérique du Nord, en Amérique latine, dans les Antilles, en Amérique centrale et en Asie-Pacifique. Elle s’est donné pour mission d’aider ses 23 millions de clients à améliorer leur situation au moyen de conseils et d’une vaste gamme de produits et de services, dont des services bancaires aux particuliers, aux entreprises et aux sociétés, des services bancaires privés, d’investissement et de gestion de patrimoine ainsi que des services liés aux marchés des capitaux. Au 31 juillet 2016, l’effectif de la Banque Scotia s’élevait à plus de 88 000 employés et son actif à 896 milliards de dollars.