Collections Advisor- Anjou, QC

Scotiabank; Montreal; On-site; CAD 50,000 - 60,000; Full time

Job summary

Scotiabank is seeking a Collections Advisor to support Scotia Dealer Advantage in Canada. The role focuses on collections by phone and other channels, negotiating workable payment arrangements while ensuring policy compliance.

Ideal candidates have collections or customer service experience, and can communicate in both French and English. You will operate within a high‑performing team environment and interact with multiple internal groups, including Toronto teams.

Qualifications

• Experience in collections or customer service by telephone.
• Experience managing delinquent accounts in financial services.
• Proficient with Word, Excel, Outlook.
• Knowledge of English and French required.

Responsibilities

• Conduct collections by phone, letter, text, e-mail, or other appropriate means to minimize losses.
• Negotiate revised or reduced payment terms with customers in line with bank policies.
• Resolve inbound inquiries and complaints on arrears and ensure commitments are met.
• Adhere to risk, AML/ATF, regulatory, and conduct guidelines in daily work.
• Collaborate with teams including those in Toronto for coordinated outcomes.

Skills

Collections experience

Customer service

Microsoft Office

Dialer systems knowledge

Bilingual English/French

Tools

Payment collection systems

Job description

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

Collections Advisor, Collections / Scotia Dealer Advantage / Automotive Finance

Location: Anjou, QC

Purpose

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 8 p.m. Monday to Friday and 8 a.m. to 5 p.m Saturday - you will be scheduled within these times.

Location(s): Canada : Quebec : Anjou