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Posted: Monday, September 4, 2017 4:44 PM

Requisition ID: 4632
Branch / Department:
RSC : NCC : Quality Assurance and Audit
Transit Number:
Employee Referral Program : Potential Reward:
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The Quality Assurance Officer (QAO) contributes to the maximization of collection recoveries while minimizing collection costs and loan losses on assigned retail accounts within the Unit. The incumbent ensures timely and effective collection follow up is being conducted on the assigned portfolio through a Performance Standards Review. An emphasis is being placed on adherence to policies, procedures and authority limits, as enacted by the Units Management, Audit and Credit Risk Management, timely and appropriate collection activity.

The incumbent is expected to use a great deal of creativity, ingenuity and integrity in the review to ensure open minded, progressive and fair assessment of the work performed by Collections Officers (CO)/Customer Relations Officers (CRO)/Supplier Relations Officers (SRO) or any other internal National Collection Centre(NCC) employee.

The incumbent is 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 stakeholders.

1. Perform the review of the activities of the CO/CRO/SRO so as to provide the Bank with optimal delinquency ratios and loan loss levels.

Through the use of Impact360(r) and various system and management reports, ensures timely and accurate performance standards review of the activities performed on accounts by all COs/CROs/SROs. Provide accurate, detailed and insightful reporting to the Assistant Manager Quality Assurance and Audit.

2. Assist with the Review and Analysis of a broad range of information on CO/CRO/SRO work in order to
identify/correct potential problem situations:

Through reviews, provides improved insight to tendencies with appropriate suggestions to correct, when negative, or implement, when viewed as an improvement to the Units work. Recommend appropriate changes to policies and procedures that will assist in maximizing the recovery of delinquent accounts.

3. Assist with the control of the business objectives of the Unit ensuring operational effectiveness:
Periodic reviews of exception reporting, as established by the Unit Management, Audit and Credit Risk
Management , to ensure completion and quality expectations are met.

Recommend appropriate changes to workflows that will provide efficient operations and meet commitments to
Customers, and meet custody and security policies.
Maintain the integrity and confidentiality of Bank and Customer information under the rules and regulations as set out in the Banks Privacy Code.
Maintain strict adherence to Bank and Unit security procedures with respect to assigned authorities and responsibilities.
Report any unusual occurrences or fraudulent activity to the Manager Customer Exceptions.
The incumbent is responsible for ensuring that he himself/she herself remains current with the collections job by managing his/her time to be able to perform CRO duties as required.

4. Ensure the delivery of Customer Service fosters overall Customer/Branch satisfaction consistent with
ScotiaService Standards.

Answer all calls related to Customer Concerns from the Office of the President and Office of the Ombudsman.

Taking full responsibility for customer enquires/concerns and complaints in the Customer Service/Receivables

Department directed to him/her by resolving those matters within his/her discretion, to the customers satisfaction or by referring the customer to the appropriate source as set out in the Banks Complaint Resolution Standards and Procedures.

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• Location: Toronto

• Post ID: 86828217 toronto is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017