Collections Advisor

Scotiabank; Montreal (administrative region); On-site; CAD 60,000 - 80,000; Full time

Job summary

Scotiabank in Montreal, QC, is seeking a Collections Specialist to help optimize delinquency ratios and protect the bank's assets. You will conduct payment collection activities by phone, mail, and email, and negotiate amended terms while complying with policies.

Strong customer service and English/French communication are essential. Working within Scotia Dealer Advantage Collections, you will collaborate across teams to resolve inquiries, manage payment arrangements, and maintain risk controls

Qualifications

• Experience in collections or customer service; familiarity with delinquent accounts is ideal.
• Proven ability to negotiate payment terms while following bank policies.
• Proficient communication in English and French, with strong customer service orientation.

Responsibilities

• Champions a customer-focused culture to deepen client relationships and leverage bank relationships.
• Conducts payment collection activity to minimize loan loss by identifying risk and taking prompt action.
• Negotiates revised terms and settlements within policy and communicates clearly to customers.
• Addresses and resolves customer inquiries or complaints on loan contracts in arrears and ensures commitments are met.

Skills

Collections

Customer service

Bilingual English/French

Microsoft Office

Payment systems

Tools

Word

Excel

Outlook

Predictive dialer

Job description

Select how often (in days) to receive an alert:

Requisition ID: 273954

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.

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 : Quebec : Anjou || Canada : Ontario : Hamilton

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and our communities achieve success 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.

At Scotiabank, 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 .

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.