Collections Manager

Collections Manager

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 delinquency 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 appropriate 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. Assist 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 appropriate change to policy and procedure that will maximize the recovery of delinquent account and participating, as required, in the formulation of the delinquency and loan loss objectives.

3. Assist with the control of the business objectives of the unit ensuring operational effectiveness:

• Recommend appropriate changes to workflows that will provide efficient operations and meet commitments 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 Privacy code.
• Ensure control over routine expenditures,
• Conduct periodic checks as required per the branch control cards,
• Maintain strict adherence to bank and unit security procedures with respect to assigned authorities and responsibilities reporting any unusual occurrences or fraudulent activity to the Manager /Sr. Asst Manager immediately.

4. Assist in the management and development of subordinates staff to achieve objectives:

• Create an environment conducive to individual development, productivity and achievement ensuring open lines of communication.
• Provide effective coordination, direction and appropriate training support to subordinates in meeting operational requirements,
• Evaluate/measure the performance of immediate subordinates by conducting reviews, tabulating individual performance statistics and assist subordinates in meeting individual objectives/goals in attaining optimum productivity and effective level performance.
• 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.

Location: Bogota, Colombia

ScotiaGBS part of Scotiabank group located in Bogotá, Colombia, and was created to support 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 and positive work environment, as well as competitive advantages.

We value the unique skills and experiences each person brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for all. Candidates should apply directly online if they wish to be considered for this position. We appreciate all candidates' interest in this professional opportunity at ScotiaGBS; however, we will only contact those who have been selected for an interview.

Area of work: Call Center, Collections, Accounts Receivable, Manager, TV, Customer Service, Finance, Management, Creative