Quality Assurance Officer - Montreal, QC (18 month Contract)

Requisition ID : 201828

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 Collections Quality Assurance. Ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives.

Ensures all activities conducted follow governing regulations, internal policies and procedures.

Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Contributes to maximizing recoveries by ensuring all policies and procedures, authority limits are followed, and that Advisors are providing a positive customer experience.
• Perform call evaluations in a timely and consistent basis utilizing Advisor scorecards.
• Write learning memos related to Advisors adherence to QA standards when appropriate that are clear, concise and fact based.
• Identify and support leadership on clarification and implementation of the QA standards as outlined by their leadership teams and support through sharing of best practices.
• Prepare reports or other forms of documentation that communicate Advisor, team and site trends in relation to QA standards.
• Support business partners through leading call calibrations, policy quizzes, actively participating in huddles, coaching leadership teams, contributing to coaching sessions, touch bases and meetings on a monthly basis.
• Ensure all tracking / documentation are completed in a timely manner.
• If necessary, participate and support in compliance and audit reviews.
• Maintain confidentiality of both our customer's information and of our Advisors.
• Contribute to a positive team environment driving empowerment, innovation and high degree of engagement.
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
• 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.

• Actively pursues effective and efficient operations of his / her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML / ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML / ATF Global Handbook and the Guidelines for Business Conduct.
• Champions a high-performance environment and contributes to an inclusive work environment.
• Perform other duties as assigned.

Education / Experience / Other Information

Minimum 1 year of experience in the collection of delinquent or overdue accounts in the financial services industry or experience collecting on delinquent accounts is preferred.

OR minimum 1 year of experience in Fraud.

• Knowledge of the Banks collection policies and procedures
• Knowledge of the Banks products and services
• Effective communication skills (written and verbal)
• Strong Attention to detail
• Ability to engage with senior leadership teams
• Able to collaborate with team members situated on-site and remotely
• Ability to prioritize tasks / understand urgency
• Ability to maintain confidentiality
• Bilingual (English / French) required

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence.
• Work from home is available for Business Continuity Plan and business requirements for national coverage.

Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English & French because they will serve English-speaking clientele.

Location(s) : Canada : Quebec : Montreal

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 click here. 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.