Collections Advisor

Scotiabank; Hamilton; On-site; CAD 65,000 - 90,000; Full time

Job summary

Scotiabank in Ontario, Hamilton, seeks a Collections professional to support Scotia Dealer Advantage. The role focuses on customer-focused collections, leveraging Bank relationships and systems while maintaining regulatory compliance.

You will resolve inquiries, negotiate terms, and act swiftly to minimize losses. The position requires experience in collections or customer service via telephone, bilingual English/French, and proficiency with standard Microsoft tools.

Qualifications

• Experience in collections or customer service via telephone.
• Experience collecting on delinquent accounts in the financial services industry.
• Proficiency with Microsoft Word, Excel, Outlook and Internet.
• Bilingual English and French preferred for cross-team collaboration.

Responsibilities

• Deepen client relationships and leverage Scotia and dealer relationships, systems and knowledge.
• Conduct payment collection to optimize delinquency ratios and minimize losses.
• Negotiate payment terms and settlements following Bank policies and procedures.
• Address and resolve inbound customer inquiries, concerns, or complaints on loan accounts in arrears.
• Ensure compliance with risk, AML/ATF, and conduct risk frameworks.

Skills

Telephone-based collections

Delinquent account collection

English and French language Proficient

Communication skills

Regulatory awareness

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Internet

Job description

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Contributes to the overall success of the Collections department of Scotia Dealer Advantage in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Is this role right for you? In this role, you will:

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Conducts payment collection activity to provide the Bank with optimal delinquency ratios and loan loss levels 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; conducting timely and constructive collection activity by telephone, letter, text message, e-mail, or other appropriate means.
• Makes sound decisions on accepting, rejecting or offering amended payment terms and settlements while conforming to Bank policies and procedures by: discussing contractual loan payment arrangements with customers before offering revised or reduced payments, terms, conditions and loss mitigation tools; negotiating alternate payment arrangements including token or reduced payment amounts from customers and accurately communicating the revised terms and conditions of the loan.
• Establishes full responsibility for all payment or collection related inquiries, concerns, arrangements or complaints by: addressing and resolving inbound customer concerns, inquiries, issues or complaints on loan contracts in arrears; recommending or taking action to ensure past customer commitments have been met including resolving persistent payment problems.
• Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
• Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.

Skills

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

• Previous experience in a collections and/or customer service capacity utilizing the telephone as the primary means of communication.
• Previous experience in the management and collection of delinquent or overdue accounts in the financial services industry or experience collecting on delinquent accounts.
• Experience with Microsoft operating systems including Word, Excel, Outlook and the Internet.
• An understanding of predictive dialer equipment and payment collection systems is an asset.
• In addition to French, the successful candidate must also have sufficient knowledge of English, as the work involves interacting and collaborating regularly with groups and individuals based in Toronto, as well as constantly interacting with other people, including clients, who speak English, locally and elsewhere.

Working Conditions

• Previous experience in a collections and/or customer service capacity utilizing the telephone as the primary means of communication.
• Previous experience in the management and collection of delinquent or overdue accounts in the financial services industry or experience collecting on delinquent accounts.
• Experience with Microsoft operating systems including Word, Excel, Outlook and the Internet.
• An understanding of predictive dialer equipment and payment collection systems is an asset.
• Hours of operation are 8 a.m. to 7;30 p.m. Monday to Thusday, 8:00 am - 4:00 pm on Friday, 8:00 - 4:00 pm on Saturday, you will be scheduled within these times.
• In addition to French, the successful candidate must also have sufficient knowledge of English, as the work involves interacting and collaborating regularly with groups and individuals based in Toronto, as well as constantly interacting with other people, including clients, who speak English, locally and elsewhere.

Location(s): Canada : Ontario : Hamilton