Job Description

Requisition ID: 165232

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

Purpose

Contributes to the overall success of Scotia Dealer Advantage's Collections team ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. Responsible for the facilitation of learning events and programs maximizing knowledge retention of learning objectives, and initiatives within Scotia Dealer Advantage Collections, ensuring alignment with global learning strategy.

Accountabilities

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

Understands how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions

Champions a high performance environment and contributes to an inclusive work environment.

Contributing to the development of the short and long term business plans for Scotia Dealer Advantage Collections by:

• Meeting or exceeding personal and departmental targets
• Maintaining a sound knowledge of operating procedures and systems relating to the effective operation of Scotia Dealer Advantage Collections, ensuring that these policies and procedures are adhered to as an individual, and that new hires are trained on their purpose, use and importance.
• Create, implement and continuously improve New Hire training conductive to individual skill development, productivity, and achievement, ensuring open lines of communication.
• Identify in-group training requirements, workshops, lunch and learns, and recommend programs/aids as appropriate.

Stays abreast of best practices in the fields of Facilitation including Virtual delivery. Ensure collaboration with other departments within Scotiabank.

Deliver training to address collections advisor call model skills, product and systems knowledge by:

• Facilitating learning in a professional manner demonstrating the application of adult learning principles
• Acquiring and sustaining knowledge levels to support training and delivery of the New Hire curriculum
• Initiating cross training as required in support of product and service enhancements/changes and new launches

• Manage the activities relative to delivering training programs by:

• Coordinating and facilitating Orientation & onboarding for all new employees of SDA Collections
• Performing a variety of administrative functions related to the training programs
• Analyzing and formulating recommendations associated with performance management of new hires during training period

• Support the Bank's training evaluation strategy to determine impact of training and return on investment:

• Administering training evaluation activities as required
• Reviewing and evaluating course material to ensure quality and effectiveness standards are maintained
• Measuring training program success by completing evaluation and analysis activities

• Positively contribute to SDA Collections working environment by:

• Being an active and participative member
• Actively demonstrating commitment to Scotiabank's core values
• Providing technical expertise, advice, and solutions to peers and colleagues
• Lead and coach each participant to create emotional connections with all new/existing participants in the classroom to ensure the same behaviors and connections are made with our customers.
• Provide side-by-side coaching to assist with the action/solutions of new challenges that may arise during training
• Model and encourage service excellence

Maintain and update all documents in the SDA collections repository.

Conducts payment collection activity to provide the Bank with optimal delinquency ratios and loan loss levels 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; conducting timely and constructive collection activity by telephone, letter, text message, e-mail, or other appropriate means.

Perform other duties as assigned.

Education / Experience / Other Information

• Adult Learning Certificate or 2-4 years of working Experience with Scotiabank

• Previous Risk or Collections experience is essential

• Ability to demonstrate highly developed facilitation and virtual presentation skills

• A thorough working knowledge of adult learning principles

• Strong interpersonal and communication skills

• A thorough understanding of the SDA Collections quality and performance standards and measurements including in-depth knowledge of the MOS Call Model

• A working knowledge of SDA Collections and Bank systems (SHAW, DIALER, PEGA,)

• A working knowledge of Microsoft Office - MS TEAMs, MS FORMS, Word, Excel, PowerPoint

• A thorough knowledge of the Bank's credit products, mortgages, Scotia Plan Loan, Investments, services, policies and procedures

• A thorough knowledge of Retail Credit and Credit Bureaus

• Accuracy: Ensuring that work is completed correctly, thoroughly and is of high quality

• Analytical Thinking: Using a systematic approach to planning and problem-solving

• Coaching: Providing guidance, support and feedback to others to improve their performance

• Communication: Choosing when and how to convey information and/or ideas concisely in ways that will be clearly understood

• Flexibility: Adapting to and working effectively with various individuals or groups

• Self-Development: Working continuously to increase knowledge, skills and other capabilities

Working Conditions

• Work in a virtual and standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically.

• Work from home is available for Business Continuity Plan and business requirements for national coverage.

Location(s): Canada : Quebec : Anjou

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 . 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.