ID de la solicitud: 267357
Programa de Referido de Empleados – Probable Pago: $0.00
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Purpose
The Manager Collections Call Centre contributes to the maximization of collection recoveries on assigned Retail & Small Business accounts while minimizing collection costs and loan losses through frequent review of and directing/redirecting subordinates to various work queues on collections systems) providing guidance/direction where necessary. The incumbent ensures that timely, effective delinquency follow-up is conducted on overdue accounts within established Bank policy and guidelines. The incumbent is expected to use a great deal of creativity and innovation in the management of problem accounts in order to solicit customers' cooperation, prevent roll-over to Non-accrual and Charge-off while protecting the Bank's interest.
Accountabilities
- Plan , Organize and direct the activities of the collections call centre adjustors so as to provide the Bank with optimal deliquency ratios and loans levels by:
- Frequent review of and directing /redirecting subordinates to various work queues (all collections systems) providing guidance / direction when necessary.
- Ensuring subordinates act in a timely manner to identify risk associated with all accounts assigned to them, enabling prompt action to minimize loss and secure the Banks position,
- Ensuring the timely and constructive collection activity is conducted by telephone, letter, or other appropiate means to facilitate prompt resolution and/or finalization of accounts,
- Undertaking or personally directing the collection activity on complex accounts as required or as directed by GSG management by implementing actions, within limits, that will protect the Banks interest and integrity.
- Ensuring and equitable distribution of adjustor workload that is consistent with their level of expertise thereby yielding optimal collection follow up.
- Authorizing within limits various activities that will expeditiously protect the bank interest and result in optimum recovery ratios.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
2. Assit in the review and analysis of a broad range of information on delinquent portfolios in order to identify /correct potential problem by situation:
- Identify negative trends and bringing to the attention of the CSCUs Senior Manager Call Centre and/or Centre Director with solutions and suggestions to improve trends.
- Recommending appropiate change to policy and procedure that will maximize the recovery of deliquent account and participating, as requiered, in the formulation of the deliquency and loan loss objectives.
3. Assit with the control of the business objectives of the unit ensuring operational effectiveness:
- Recommend appropiate changes to workflows that will provide efficent operations and meet commiments to customers, and meet custody and security policies.
- Maintain the integrity and confidentiality of Bank and customer information under the rules and regulations as set out in the banks and customer information under the rules and regulations as set in the Banks Privacy code.
- Ensure control over routine expenditures,
- Conduct periodic checks as required per the branch control cards,
- Maintain ctrict adherence to bank and unit security procedures with respect to assigned authorities and responsibilites reporting any unusual ocurrences or fradulent activity to the Manager /sr. Asst Manager inmediatly.
4. Assist in the management and development of subordinates staff0020in order to achieve objectives:
- Create an evironment conducive to individual development, productivity and achievement ensuring open lines of communication.
- Provide effective coordination, direction and appropiate training support to subordinates in meeting operational requirements,
- Evaluate/measure the performance of inmediate subordinates by conducting reviews, tabulating individual performance statitics and assiste subordiantes in meeting individual objectives/ goals in attaining optimum productivity and effective level perfomrance.
- Effectively monitor the evaluation of other employees and management of the performance improvement program.
- Take full responsibility for all inquiries/concerns/complaints directed to you by:
- Ensuring problems are adequately documented and resolved to the customer’s satisfaction or referred to the Centre Director for resolution.
- Making sure any commitments made have been met.
- Recommending actions that will prevent recurring problems, where possible; identifying root cause of the problem and forwarding suggestions to the appropriate departments for action.
- Understanding and adhering to the standards and procedures of the Bank’s Customer Complaint Resolution process.
6. Perform other related duties as assigned.
Educational Qualifications
- Bachelor´s Degree in Business, Finances or other business related areas
- Knowledge of financial & productivity analysis required.
- Upper English level B2+
The following specific skills and knowledge requirements are applicable to the job:
- Thorough knowledge of the Bank’s Retail & Small Business collections and lending policies and procedures.
- Sound knowledge of all Retail & Small Business products and services and automated collection systems.
- Sound knowledge of the collection unit operation procedures.
- Very good negotiation and analytical skills in order to coordinate and maximize results through the use of collections strategic.
- Organizational and motivational skills and the ability to prioritize/delegate and deal with a variety of complex tasks and situations on an ongoing basis.
- Excellent communication skills (verbal and written).
- Coaching Skills – must be able to guide employees to solutions on areas of opportunities.
- Microsoft proficiency (Word, Excel)
Working Conditions
- Work in a standard office-based environment; non-standard hours are a common occurrence. Limited international travel may be required.
Ubicación(s): Colombia : Bogota : Bogota
ScotiaGBS forma parte del grupo de empresas de Scotiabank ubicado en Bogotá, Colombia, y fue creado para apoyar diversos procesos del Banco y el desarrollo y ejecución de su estrategia global de servicios en 15 países de las Américas. Está compuesto por 7 unidades de servicio. Ofrecemos un ambiente de trabajo inclusivo y positivo, además de ventajas competitivas.
En ScotiaGBS, valoramos las habilidades y experiencias únicas que cada persona aporta al Banco y nos hemos comprometido a crear y mantener un entorno inclusivo y accesible para todos. Los candidatos deben postularse directamente en línea si desean ser tomados en cuenta para este puesto. Agradecemos a todos los candidatos por su interés en esta oportunidad profesional en ScotiaGBS; sin embargo, solo contactaremos a quienes hayan sido seleccionados para una entrevista.