Collections Advisor

Description

Job Summary: The Collections Advisor manages the telephone collection of assigned accounts, rehabilitates customers, and maximizes debt recovery with ethical and professional service. Key Highlights: 1. Manages account recovery and reduces losses 2. Provides financial solutions and excellent customer service 3. Works in a high-performance and inclusive environment Request ID: 265797 Thank you for your interest in ScotiaGBS, Bogotá’s premier campus. Join a winning team with a clear purpose, committed to delivering results in an inclusive and high-performance environment. **Purpose** The Collections Advisor ensures compliance with departmental strategies and procedures, performs collection activities on assigned accounts, and guarantees their rehabilitation to maximize recoveries while minimizing losses. Key responsibilities include telephone-based collections. The advisor must deliver excellent customer service and provide coherent financial solutions aligned with the customer’s situation. Additionally, the advisor must ensure achievement of established quantitative and qualitative targets. The overall purpose of this role is to execute daily telephone-based collection activities for various overdue products and accounts (e.g., Auto Loans, Credit Cards, Mortgages, SMEs, Leasing, and any other Retail credit products), aiming to reduce delinquency levels while ensuring quality customer service under ScotiaBank’s required standards of ethics and professionalism. **Responsibilities** 1\. Act as a spokesperson for the customer-centric culture, strengthening client relationships and leveraging the Bank’s systems, knowledge, and resources. 2\. Analyze and ensure achievement of financial and operational targets: * Conduct telephone-based collection efforts, prioritizing initial contact with the customer and initiating negotiation to secure a commitment or payment promise for the minimum amount due. If full negotiation for the minimum payment cannot be achieved, obtain a customer payment commitment—supported either by LMT guidelines or by a meaningful action that reduces the customer’s current delinquency level. 3\. Support and foster a positive team environment and manage staff development: * Cultivate a healthy team environment. * Promote and ensure adherence to internal and external best practices in recovery as directed by supervision, promptly communicating any impacts. 4\. Ensure overall customer satisfaction through the service delivered. * Act and ensure that collection activities align with quality service standards under ScotiaBank’s required ethics and professionalism guidelines. * Respond to customer inquiries, ensuring agile service delivery and timely solutions aligned with the Bank’s policies and parameters. 5\. Control, supervision, and compliance responsibilities: * Ensure compliance with all corporate and local policies governing the Collections area. * Adhere to directives, regulations, rules, procedures, and guidelines issued by BNS Group Executive Management, GBS, International Banking, regulatory bodies, internal and external auditors, Compliance Unit, and partner organizations. 6\. Regulatory compliance management: * Ensure compliance with and application of all laws and requirements issued by various regulatory and supervisory entities, following applicable internal policies and procedures. 7\. Understand how the Bank’s risk appetite and risk culture should inform daily activities and decisions. 8\. Perform effective and efficient operations within respective areas in alignment with ScotiaBank’s values, Code of Conduct, and Global Sales Principles, while ensuring suitability, compliance, and effectiveness of daily business controls to meet obligations related to operational risk, regulatory non-compliance risk, money laundering and terrorist financing risk, and conduct risk. 9\. Promote a high-performance environment and contribute to an inclusive workplace. **Education / Experience** Academic Requirements: * High school graduate (required); university-level studies in Business Administration, Economics, Public Accounting, Finance, Engineering, or related fields (preferred) **Technical Requirements:** * Minimum 6 months of experience in call centers or sales * Proficiency in Microsoft Office * Knowledge of collection policies and procedures (preferred) * Familiarity with banking products and services (preferred) * Demonstrated communication and typing skills * Analytical and negotiation skills **Personality Competencies:** * Ability to work under pressure * Communication skills * Goal-, results-, and continuous process innovation-oriented * Proactive and self-initiating * Strong interpersonal skills * Customer-focused mindset * Organizational skills and ability to prioritize tasks * Self-awareness and commitment to personal development **Working Conditions** The Collections Advisor works in a standard office environment, maintaining constant contact with customers via telephone or assigned channels, which may be recorded and monitored. This role operates in an environment subject to unpredictable volumes, requiring flexibility, the ability to work under pressure, and meet tight deadlines. Availability to work outside standard office hours is required—for training sessions or overtime during periods of high delinquency volume—to achieve delinquency reduction targets. This position involves frequent exposure to conflict and negotiation scenarios. Work is primarily conducted at a terminal or computer; however, occasional travel may be necessary for customer interactions or training purposes. Working hours may extend beyond normal business hours to achieve objectives and/or attend training. Internal pressure situations may arise related to target achievement or performance management. This position has no direct reports. Location(s): Colombia : Bogota : Bogota ScotiaGBS is part of Scotiabank’s group of companies located in Bogotá, Colombia, established to support various Bank processes and the development and execution of its global services strategy across 15 countries in the Americas. It comprises seven service units. We offer an inclusive and positive work environment, along with competitive benefits. At ScotiaGBS, we value the unique skills and experiences each individual brings to the Bank and are committed to creating and sustaining an inclusive and accessible environment for all. Candidates must apply directly online to be considered for this position. We thank all candidates for their interest in this professional opportunity at ScotiaGBS; however, only those selected for interviews will be contacted.