Bilingual Customer Service Representative – Scotia Dealer Advantage


Contributes to the overall success of the Customer Service department of Scotia Dealer Advantage in ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives.  Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.


  • Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

  • Manages all required administrative documentation related to recently authorized loan applications and current customer accounts by: obtaining and processing initial and changed banking related information for customer loan payments in the Business Line’s core contract and other systems. Responding to any collections or non-collections activities that arise based on both departmental needs and management requests.

  • Conducts basic inbound call collection activity to provide the Bank with optimal low risk delinquency ratios by: handling and taking arrangements on low risk delinquent inbound calls and Adeptra calls; discussing contractual loan payment arrangement with customers; educating up to date and delinquent clients on the importance to maintain their accounts current.

  • Completes all credit, loan payout and legal documentation information while conforming to Bank policies and procedures by:  providing updated credit related information on customers with external credit reporting agencies; calculating loan payouts and coordinating loan payout paperwork including required updates to the Business Line’s contract management system. 

  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • 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 implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team

Job Requirements

  • Fluently bilingual in both French & English languages
  • Previous experience in a customer service capacity utilizing the telephone as the primary means of communication. 
  • Previous experience in a customer service or an accounts receivable role. 
  • Completion of a post-secondary education program (college or university) helpful but not necessary. 
  • Experience with Microsoft operating systems including Word, Excel, Outlook and the Internet.
  • An understanding of basic business math and accounting principles

Working Conditions

  • Work in a standard office-based environment; non-standard hours are a common occurrence. Hours of work may include shift work or spilt shits to ensure adequate customer support
  • Must be available to work between 7:30am-8pm