Requisition ID: 237437 Thanks for your interest in ScotiaGBS, the best campus in Bogota. Join a purpose driven winning team, committed to results, in an inclusive and high\-performing environment. **Purpose** The ScotiaHelps Advisor, Front End is responsible for ensuring compliance with the area's strategies and procedures, must manage collections on assigned accounts and guarantee their rehabilitation to maximize account recovery and reduce losses. Among its functions is telephone collection management. Must provide customers with excellent service and offer solutions consistent with their financial situation. Likewise, must ensure achievement of established quantitative and qualitative targets. The overall purpose of the role is to carry out daily telephone collection activities on various delinquent products and accounts assigned (Auto loans, Credit Cards, Mortgages, SMEs, Leasing, and any other Retail credit form), aiming to reduce delinquency levels while ensuring quality customer service according to Scotiabank's required ethical and professional standards. All of the above in accordance with applicable regulations, policies, procedures, and regulations governing Scotiabank, ensuring high standards of quality and timeliness, safeguarding the Bank's interests. Ensures all activities are performed in compliance with regulations, internal policies, and current procedures. **Responsibilities** 1\. Act as a spokesperson for a customer\-focused culture, aiming to strengthen client relationships and leverage relationships, systems, and knowledge across the Bank. 2\. Analyze and ensure achievement of financial and operational goals: * Conduct telephone outreach, initially seeking contact with the customer and initiating the negotiation process aimed at securing a commitment or promise to pay the minimum payment amount. If full negotiation for the minimum payment is not achieved, obtain a payment commitment from the customer either by leveraging LMTs or through any significant action that reduces the customer's current delinquency. * Analyze assigned accounts using available tools to gather necessary customer information. * Identify and meet customer needs through timely collection management, from identifying all delinquent products for the customer to securing a payment promise, using appropriate available tools in each case: predictive dialer, phone calls, email, letters, referral to visits, or other approved methods. * Analyze personal productivity metrics and goal attainment to take appropriate actions or those assigned by the Supervisor as improvement opportunities and action plans. * 3\. Support and foster a positive team environment and manage staff development: * Create a healthy work environment within the team. * Promote and ensure adherence to best recovery practices (internal and external) as directed by Supervision, promptly reporting any impacts. * Facilitate and cooperate with Supervision on any review matters. * Take action on feedback, action plans, or any improvement opportunities provided by management. * Adhere to the current call model and promote compliance within the team, as well as participate in call listening sessions when required. * Positively support and receive any feedback from the monitoring team regarding quality evaluations. * Participate in performance reviews and coaching sessions to improve both qualitative and quantitative productivity. * Participate in the performance evaluation processes established by the institution and document such feedback at least twice per year. 4\. Ensure overall customer satisfaction is promoted through the service delivered. * Act and ensure collection activities align with quality service standards under the ethical and professional requirements set by Scotiabank. * Address customer inquiries, ensuring prompt service and timely solutions to needs according to bank parameters and policies. * Practice and promote customer service standards—both external and internal—as required in each interaction, acting humanely, respectfully, and in line with conduct guidelines and standards. 5\. Control, supervision, and compliance responsibilities: * Ensure compliance with all corporate and local policies governing the Collections department. * Comply with directives, regulations, rules, procedures, and guidelines issued by BNS Group senior management, GBS, International Banking, regulatory bodies, internal and external audit, compliance unit, and partner companies. 6\. Regulatory compliance management: * Ensure compliance with and application of all laws and requirements issued by various regulatory and supervisory entities, following current internal policies and procedures as applicable. 7\. Understand how the Bank's risk appetite and risk culture should be considered in daily activities and decisions. 8\. Carry out effective and efficient operations within their respective areas in accordance with Scotiabank's values, Code of Conduct, and Global Sales Principles, while ensuring adequacy, compliance, and effectiveness of daily business controls to meet obligations related to operational risk, regulatory compliance risk, money laundering and terrorist financing risk, and conduct risk. 9\. Promote a high\-performance environment and contribute to an inclusive workplace. **Hierarchical Relationships** Main Manager: ScotiaHelps Team Lead, Front End Employees reporting directly: NA Common employees reporting: NA Education, experience, other information **Academic Requirements:** * High school graduate (required); university studies in Business Administration, Economics, Public Accounting, Finance, Engineering, or related fields (desirable) **Technical Requirements:** * Minimum of 6 months of experience in collections and/or call center. * English B2\+ (for English\-speaking geographies). * Proficiency in Microsoft Office. * Knowledge of collection policies and procedures (desirable). * Knowledge of banking products and services (desirable). * Proven communication and typing skills. * Analytical and negotiation skills. Location(s): Colombia : Bogota : Bogota Scotia GBS is a Scotiabank Group company located in Bogota, Colombia created to support different processes of the Bank and the development and execution of its global services strategy in 15 countries in the Americas. It is composed of 7 service units. 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 creating and 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 who are selected for an interview will be contacted.