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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 yiel