Bilingual (French) Collections Officer, Ottawa ON (Contract)

Requisition ID: 20922
Location(s):  Canada : Ontario : Toronto

Join the Global Community of Scotiabankers to help customers become better off.

Purpose of Job:

The Collections Officer is responsible for maximizing collection of overdue payments from customers while minimizing collection costs and loan losses on individually assigned accounts.  This role conducts timely and effective collection follow-up on assigned loans in varying stages of arrears and, on accounts where a potential risk to the Bank is evident. 


Major Accountabilities:

Customer Fulfillment/Experience - Ensure the delivery of customer service fosters overall customer and business line/department satisfaction by:

Providing human, straightforward, and knowledgeable service through daily interactions to create a relationship of mutual trust and confidence with customers and fellow employees;

Understanding the customers’ circumstances and matching appropriate solutions through sound knowledge of collection practices, policies and procedures;

Addressing and resolving customer concerns, inquiries, issues or complaints on loan contracts in arrears;

Being upfront with customers when the Bank cannot provide the solution they seek, offering an explanation as to why and suggesting alternatives;

Preparing correspondence including demand letters in a manner that reflects Bank policies and guidelines while conveying a tone that protects integrity of the customer;

Escalating more serious situations/problems to the Team Lead or Manager, Front End Collections, as required for speedy and equitable resolution.


Business Plan Execution – Supports Bank’s business plans, and business objectives for the department by:

Primary emphasis on rehabilitating accounts and retaining sound, profitable business for the Bank 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;

Evaluating the client’s current financial situation and apply solid credit knowledge combined with creativity and ingenuity in the management of problem accounts while obtaining customer cooperation and protecting the Bank’s interests;

Discussing contractual loan payment arrangements with customers before offering revised or reduced payments, terms and conditions;

Negotiating alternate payment arrangements including token or reduced payment amounts from customers and accurately communicating the revised terms and conditions of the loan;

Evaluating the ability to make negotiated payments and assessing the source of funds for payment;

Recommending or taking action to ensure past customer commitments have been met including resolving persistent payment problems;

Makes sound decisions on accepting, rejecting or offering amended payment terms and settlements while conforming to Bank policies and procedures.


Operational Efficiencies and Compliance – Drive operational effectiveness activities and compliance by:

Reporting and escalating any unusual occurrences or fraudulent activities evidenced through customer conversations and/or payment verification directly to the Team Lead, Manager or Director, Front End Collections ;

Conducting timely and constructive collection activity by telephone, letter, text message, e-mail, or other appropriate means;

Effectively and efficiently using the automated call distribution and outbound predictive dialer systems;


Team Membership – Contribute to the effective functioning of the team by:

Assisting with the training of new team members (delegating, reviewing work preparation) or the monitoring of cross-training initiatives within the department;

Actively participating and contributing to coaching sessions, touch base and team meetings;


Education/Work Experience/Designations

-Post-secondary education preferred,with 2+ years of customer service or call centre expreience. Previous experience in the collection of delinquent or overdue accounts in the financial services industry or experience collecting on delinquent accounts will be an asset for this position. 

-Excellent communication skills, ability to negotiate and settle payments, comfortable working in a call centre environment



Scotiabank office, located on Walkley Road (Ottawa, ON)


You will be assigned a 7.5 hour shift between the hours of Monday - Sunday 7am-12am (midnight).



Fluency in French communication (written & verbal) is a requirement for this position



12 months with high possibilities of extension

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

Full time
Toronto, 08, CA