ScotiaHelps Advisor, CARE

Requisition ID: 272014

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

Contributes to the overall success of the ScotiaHelps CARE Team by providing professional, customer-focused support through inbound and outbound telephone interactions. The Advisor works with customers, estate representatives, branches, and internal partners to understand the circumstances, identify appropriate solutions, rehabilitate accounts, or minimize losses, and deliver timely and accurate resolutions. All activities must be conducted in accordance with governing regulations, internal policies, procedures, authority limits, and the Bank’s risk culture.

Is this role right for you? - In this role you will:

• Handle a combination of inbound and outbound calls in a professional, respectful, and efficient manner while meeting established service, quality, productivity, and documentation expectations.
• Complete outbound contact attempts on assigned accounts and respond to inbound inquiries from customers, estate representatives, branches, and internal partners.
• Engage customers in meaningful conversations to understand their current and future financial circumstances, total Bank relationship, and ability to resolve outstanding obligations.
• Rehabilitate accounts or minimize losses using all available and authorized methods, including payment negotiation and, where appropriate, Customer Assistance Tools.
• Treat each customer fairly and appropriately while seeking a balanced solution for both the customer and the Bank, considering Bank policies and assigned authority levels and limits.
• Administer and support specialized CARE work, including Mortgage Property Insurance Claims, Disaster Relief solutions, Estate files, Branch lines, lien and legal notifications, and Condo and Tax arrears.
• Address inquiries, concerns, and complaints accurately and within applicable service expectations. Use effective de-escalation techniques and follow the regular escalation process when required.
• Make sound account decisions and recommendations within assigned authority limits.
• Maintain complete, clear, and accurate account notes that document customer interactions, commitments, decisions, and next steps.
• Protect customer information and follow privacy, authentication, compliance, AML/ATF, sanctions, conduct risk, and operational control requirements during every interaction.
• Understand and apply the Bank’s risk appetite and risk culture in daily activities and decisions.
• Actively contribute to efficient operations, Scotiabank’s Values, the Code of Conduct, the Global Sales Principles, a high-performance environment, and an inclusive workplace.

Role Dimensions

• Manage assigned workloads and account queues within established Service Level Agreements while remaining available for scheduled inbound and outbound call activities.
• Maintain call readiness and use approved telephone, predictive dialer, and collection systems appropriately.
• Communicate clearly and professionally with customers and internal partners by telephone and email.
• Balance customer experience, risk management, productivity, quality, and account resolution objectives.
• Participate actively in coaching sessions, touch-base discussions, team meetings, training, and continuous improvement activities.
• Apply feedback and foster open, honest, respectful, and performance-based communication.

Skills

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:

• Minimum High School Diploma.
• Prior experience in a customer-facing role such as a contact center, collections, branch, or product management is an asset.
• Strong verbal and written communication skills, including active listening, questioning, negotiation, and de-escalation.
• Ability to manage sensitive or complex conversations while remaining calm, empathetic, and solution focused.
• Ability to manage competing priorities, follow defined processes, and document work accurately.
• English is required; French is an asset.
• Experience with Microsoft operating systems and applications, including Word, Excel, Outlook, and internet-based tools.
• Sound knowledge of the Bank’s retail products, services, collection, policies, procedures, and systems.
• Familiarity with predictive dialer and collections systems is an asset.

Working Conditions

• Standard office-based or approved hybrid work environment, subject to Bank requirements.
• Monday to Friday, with scheduled hours between 8:00 a.m. and 6:00 p.m., based on business needs.
• Role requires frequent telephone interaction and sustained use of a computer, headset, and multiple systems throughout the workday.

Location(s): Canada : Ontario : Ottawa