Collections Advisor (Bilingual) - Hamilton, ON

Scotiabank; Hamilton; On-site; CAD 55,000 - 75,000; Full time

Job summary

Scotiabank is seeking a bilingual Collections Advisor in Hamilton, Ontario. The role focuses on proactive collection activities to protect assets while maintaining positive customer relationships.

You will conduct targeted outreach via phone, mail, and electronic communications to minimize delinquencies and secure terms that align with bank policy. The position requires experience in collections or customer service, strong problem-solving, and fluency in French.

Qualifications

• Experience in collections or customer service with telephone as primary communication method.
• Proficient in MS Word, Excel, Outlook; familiarity with the Internet.
• Bilingual in French required; able to interact with teams in Toronto and other regions.

Responsibilities

• Conducts payment collection to maintain low delinquency and protect bank interests.
• Negotiates revised payment terms and settlements per policy.
• Resolves inquiries and complaints related to loan contracts in arrears.
• Ensures adherence to risk and regulatory compliance in day-to-day activities.
• Collaborates with teams to maintain effective collection operations.

Skills

Collections experience

Customer service

Telephone communication

Microsoft Office

Bilingual French

Tools

Predictive dialer

Job description

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

Title: Collections Advisor (Bilingual) - Hamilton, ON

Requisition ID: 270987

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

Collections Advisor, Collections / Scotia Dealer Advantage / Automotive Finance

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.
• 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.
• Bilingualism in French is required.

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 Monday – Friday 8:00 am to 10:00 pm and Saturdays 8:00 am to 4:00 pm. You will be scheduled within these times.

Location(s): 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 their 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. 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.