Requisition ID: 209395
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Collections Officer responsible to collect on Tangerine Credit Card portfolio for maximizing collection of overdue payments from customers while minimizing collection costs and loan losses on individually assigned accounts. This role conducts timely and effective collection follow-up on assigned accounts in varying stages of arrears and, on accounts where a potential risk to the Bank is evident. These may include including early stage, late stage, and charged off delinquencies.

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

• Customer Fulfillment/Experience - Ensures the delivery of customer service fosters overall customer and business line/department satisfaction by:
• Providing human, straightforward, and knowledgeable service through daily interactions to create a relationship of mutual trust and confidence with customers and fellow employees;
• Understanding the customers' circumstances and matching appropriate solutions through sound knowledge of collection practices, policies and procedures;
• Addressing and resolving customer concerns, inquiries, issues or complaints on credit card contracts in arrears;
• Being upfront with customers when the Bank cannot provide the desired solution, offering a reasoning and suggesting alternatives;
• Preparing correspondence including demand letters in a manner that reflects Bank policies and guidelines while conveying a tone that protects integrity of the customer;
• Escalating more serious situations/problems to the Team Lead, Internal Collections Team, as required for speedy and equitable resolution.

• Business Plan Execution – Supports Bank's business plans and business objectives for the department by:
• Primary emphasis on rehabilitating accounts and retaining sound, profitable business for the Bank 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;
• Evaluating the client's current financial situation and applying solid credit knowledge combined with creativity and ingenuity in the management of problem accounts while obtaining customer cooperation and protecting the Bank's interests;
• Discussing payment arrangements with customers before offering revised or reduced payments, terms and conditions;
• Negotiating alternate payment arrangements including token or reduced payment amounts from customers and accurately communicating the revised terms and conditions of the loan;
• Evaluating the ability to make negotiated payments and assessing the source of funds for payment;
• Recommending or taking action to ensure past customer commitments have been met including resolving persistent payment problems;
• Making sound decisions on accepting, rejecting or offering amended payment terms and settlements while conforming to Bank policies and procedures.

• Operational Efficiencies and Compliance – Drives operational effectiveness activities and compliance by:
• Reporting and escalating any unusual occurrences or fraudulent activities evidenced through customer conversations and/or payment verification directly to the Team Lead, Manager, Sr. Manager, or Director, Internal Collections Team;
• Conducting timely and constructive collection activity by telephone, letter, e-mail, or other appropriate channels;
• Effectively and efficiently using the automated call distribution and outbound predictive dialer systems;
• Utilizing the collection system to facilitate communication within the department, among team members and/or referral of the account to the Team Lead or Manager, Internal Collections Team;
• Completing updates to all appropriate Bank systems;
• Maintain the integrity and confidentiality of the Bank and Customer information as set out in Scotiabank's Privacy Code;
• Adhering to regulatory and Internal Bank guidelines as required and maintaining awareness throughout the year, ensuring compliance to AML (Anti-Money Laundering), KYC (Know Your Customer) and Privacy policies.

• Team Membership – Contributes to the effective functioning of the team by:
• Assisting with the training of new team members (delegating, reviewing work preparation) or the monitoring of cross-training initiatives within the department;
• Actively participating and contributing to coaching sessions, touch base and team meetings;
• Acquiring and maintaining a good knowledge of the department functions, processes and operating procedures;
• Fostering a performance oriented culture of open and honest communication;
• Developing and executing a meaningful personal development plan.

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

• Post-secondary education, with minimum 1 year of experience in the collection of delinquent or overdue accounts in the financial services industry or experience collecting on delinquent accounts is preferred. In addition,
• Collections working experience and bilingualism in English and French is required.
• Ability to deal effectively with Branch and/or customer inquiries, concerns or complaints and provide prompt and accurate resolution to complete satisfaction of all involved parties;
• Experience with Microsoft operating systems including Word, Outlook and the Internet;
• Sound knowledge of the Bank's Retail products, services and operating/collections systems;
• An understanding of predictive dialer equipment and payment collection systems is an asset;
• Knowledge of TSYS collection system is an asset.

Some more information you might need to know:

• Work in a standard office-based environment including hybrid; non-standard hours are a common occurrence.
• Location: 1870 Alta Vista Drive, Ottawa
• Working hours: Monday - Friday, 8 am - 6 pm EST, 37.5 hours per week.

Location(s): Canada : Ontario : Ottawa
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. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. 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.