Postúlate en Kit Empleo: kitempleo.com.co/empleo/1asedm

ID de la solicitud: 235534

Gracias por tu interés en ScotiaGBS, el mejor campus de Bogotá.

Únete a un equipo ganador con un propósito claro, comprometido con el logro de resultados en un contexto inclusivo y de alto desempeño.

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Purpose_**

The incumbent is responsible to ensure proper operation of dialing system by ensuring that all assigned strategies and enhancements are thoroughly, accurately and timely completed while at the same time providing a valuable and consistent experience for the customer. These activities may include:

- Ensure that the department operates within established Bank policy and guidelines and in providing ongoing training and direction to other employees as directed
- Interact with the management team in service, development, research and review of dialer workflows.
- Monitor campaign and adjustors performance logged into the Dialer
- Provide a high level of professional service to customers (both internal and external) consistent with the standards and procedures.
- Responsible for providing human, straightforward and knowledgeable service through daily interactions to create a relationship of mutual trust and confidence with our customers, suppliers and other employees.

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Accountabilities_**
- Ensure that requirements are clearly, accurately and thoroughly understood either for system changes, process changes and/or analytics and that there is value and consistency added to the customer experience by:

- Monitoring campaigns and agents’ performance to ensure that dialer system is performing properly.
- Provide support to the Operations Units in the use of technology hardware and software.
- Monitor the team while ensuring compliance to achieve maximum collection results for clients and the company
- Monitoring daily/weekly/monthly Dialer productivity




- Create and update dialing campaigns, filter, list strategies and reports
- Monitor and adjust performance of dialer systems
- Monitoring campaigns and agents’ performance to ensure that campaigns are performing properly.
- Identify needs and opportunities in cooperation with the business, stakeholders, and Development teams to match alternative Campaigns Channels offering with business collections needs.
- Assist in the review and analysis of a broad range of information on delinquent Retail and Small Business Lending portfolios in order to identify/correct potential problem situations by:

- Assisting in the preparation of the monthly summary of collection developments across all Retail Lending products that is provided to the Supervising Office
- Recommending appropriate change to policy and procedures that will maximize the recovery of delinquent accounts and participating, as required, in the formulation of delinquency and loan loss objectives.

3. Contribute to the overall business objectives of the Unit ensuring operational effectiveness:

- Maintain a sound knowledge of operating procedures and systems relating to the effective operation of the Collection Unit.
- Ensure security procedures are strictly adhered to and properly documented.
- Maintain the integrity and confidentiality of Bank and customer information under the rules and regulations as set out in the Bank’s Privacy Code




- 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 immediately.

4. Ensure the delivery of Customer Service fosters overall Customer/Branch satisfaction consistent with Scotia Service Standards by:
Demonstrate and practice the standards of Customer Service you expect staff to emulate in interactions with customers/branches/suppliers in a way that is human, straightforward and knowledgeable by:

- Showing respect to the customer, listening to the customer’s needs.
- Presenting down to earth solutions - being upfront with customers when the Bank cannot provide the solution they seek, offering an explanation as to why and suggesting alternatives.
- Understanding the customer’s circumstances and making appropriate solutions
- Take full responsibility for all inquiries/concerns/complaints directed to you by:

- Ensuring problems are adequately documented.
- That matters within your discretion are resolved to the customer’s satisfaction or where they are not within your discretion that they are referred to the Sr. Assistant Manager/Manager for resolution.
- That commitments made have been met.
- Recommending actions that will prevent recurring problems, where possible.

**_
Dimensions_**

The following specific skills and knowledge requirements are applicable to the job:

- Proven communication skills to optimize collection effectiveness.
- Sound knowledge of the Collection Unit operating procedures.
- Sound knowledge of the Bank’s systems, and more particularly, of automated collection systems.
- Organizational and motivational skills and the ability to prioritize/delegate and deal with a variety of c

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1asedm

📌 Dialer Administrator (Bogotá)
🏢 Scotiabank
📍 Bogotá