Requisition ID: 192789
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Purpose The Collections Call Centre Adjustor is responsible for maximizing collection recoveries on assigned Credit Products while minimizing collection costs.
The incumbent conducts timely, effective collection follow-up on assigned Credit products in varying stages of arrears, as well as current and written-off accounts.
The incumbent is expected to manage outbound and inbound calls across multiple countries while adhering to established methodology by performing timely recovery.
They should reduce delinquency rates through effective management, persuading clients towards solutions by advising and offering appropriate payment schemes under approved collection scripts.
The incumbent should employ creativity and perseverance in managing problem accounts to gain customer cooperation, preventing roll-over to the Non-Accrual/Charged-off category, maximizing recovery of Charged Off accounts, and protecting the Bank's interests.
The incumbent is responsible for meeting specific goals/objectives that contribute to the overall success of the Unit.
The incumbent is responsible for providing effective, straightforward, and knowledgeable service through daily interactions to create a relationship of mutual trust and confidence with customers, suppliers, peers, and other employees.
Accountabilities Influence collection activity to provide the Bank with optimal delinquency ratios:Collect assigned accounts as per Collection Strategy, ensuring all relevant information is recorded in the collection systems.Verify and classify the type of customer contacted and utilize appropriate Collection processes based on their credit history.Identify reasons for customer non-payment and propose solution schemes.Advise customers with the best solutions for payment of arrears, offering different payment plans based on the current Collection strategy.Provide feedback to the team leader on relevant events encountered during telephone management and search for additional data.Escalate unwilling customers to Management for commitment when necessary.Ensure confidentiality is maintained at all times while searching for relevant customer information.Conduct timely and constructive collection activity by telephone, letter, or other appropriate means.Recommend finalization strategies on accounts to maximize recovery ratios.Contribute to overall business objectives of the Unit:Meet individual and Unit goals that have been established.Maintain knowledge of operating procedures and ensure adherence to policies.Ensure security procedures are strictly followed.Maintain the integrity and confidentiality of Bank and customer information.Deliver Customer Service fostering overall Customer/Branch satisfaction:Interact with customers/branches/suppliers in a knowledgeable manner.Show respect to customers and present effective solutions.Take responsibility for inquiries/concerns/complaints:Document problems adequately.Resolve matters within discretion or refer to Team Leader.Execute Compliance responsibilities:Ensure understanding and compliance with AML/ATF policies.Familiarize with local laws & regulations of supported countries.Reporting Relationships Primary Manager: International Banking Collections Manager
Direct Reports: Collections Supervisor / Collections Manager
Dimensions Proven communication skillsGood negotiation and analytical skillsGoals-oriented and positive attitudeSelf-motivation and teamwork skillsBasic PC skillsEducation / Experience / Other Information 1 year of work experience in Call Center (Customer Service, Marketing, Collection, etc.
)Knowledge of the Bank's systems, particularly collection systemsGeneral knowledge of legislation and legal proceedings affecting recoveryAdvanced English and French level (B2-C1)Location(s): Colombia : Bogota : Bogota
Scotia GBS is a Scotiabank Group company located in Bogota, Colombia, supporting different processes of the Bank and executing its global services strategy in 15 countries across the Americas.
We offer an inclusive, positive work environment, and competitive benefits.
At ScotiaGBS, we value the unique skills and experiences each individual brings to the Bank and are committed to maintaining an inclusive and accessible environment for everyone.
Candidates must apply directly online to be considered for this role.
We thank all applicants for their interest in a career at ScotiaGBS; however, only those candidates selected for an interview will be contacted.
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