Credit Specialist **Requisition ID:** 213907 We are committed to investing in our employees and helping you continue your career at GSGlobales. **Purpose** The Credit Specialist is part of the GBS-DR, Global Operations team and is responsible for conducting thorough review of conditionally approved retail credit applications received through Digital and Contact Centre channels. The Credit Specialist identifies inconsistencies in the application, validates all required SAM messages, underwrites and decisions the application while adhering to authorized approval limits. Validation of identity forms is a critical component of the review process requiring all investigation activities to be documented in the case. **Accountabilities** + Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. + Underwriting Retail Credit by: 1. Reviewing and authorizing conditionally approved applications for accuracy and consistency in all credit policies. 2. Executing thorough credit investigations and providing sound recommendations/approvals within assigned limits, (see Appendix A) on loan applications and credit related services. 3. Conducting effective telephone communications in order to complete/conclude credit investigations while maintaining the confidentiality of the Bank and customer. 4. Performing enhanced due diligence and adhering to full investigation as per KYC procedures. 5. Responding to correspondence concerning credit enquiries and problems from customers and branches. 6. Validating identity of applicant using current and relevant processes. 7. Reporting fraud through proper channels when identified. 8. Recommendation to ACE when the application warrants an override to SAM/DRE credit decision. + Develop and maintain banking relationships with customers in a way which ensures that the delivery of customer service fosters overall customer satisfaction consistent with the Scotia Service standards by: 1. Ensuring the inbound/outbound calling authentication procedure is followed. 2. Acquiring and maintaining a thorough knowledge of all Retail Lending products, policies and procedures necessary to respond appropriately to customer inquiries. The incumbent should also develop and maintain an awareness of competitor’s products and services. 3. Responding to customers immediate service requirements as well as identifying opportunities to explain and promote the sale of other Bank products. Referring cross-sell/up-sell opportunities to the Contact Centre and/or branch. 4. Assuming responsibility for all customer enquiries/concerns/complaints directed to him/her by resolving those matters within his/her discretion, to the customer’s satisfaction or by referring the customer to the appropriate source as set out in the Bank’s Complaint Resolution Standards and Procedure’s and Privacy Code. 5. Taking full responsibility for resolving all customer/branch inquiries, and de-escalating concerns/complaints. + 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. **Reporting Relationships** + Primary Manager:Manager, Credit Solutions + Direct Reports: N/A + Shared Reports: N/A **Dimensions** + AUTHORITY/DECISION MAKING/DIRECTION RECEIVED: 1. Within agreed guidelines and policies, the incumbent works with minimal supervision/direction from the Manager, Credit Solutions. 2. The incumbent must also respond and follow-up for resolution of problems with a minimum of upward referral required. 3. Retail Lending CCUL Operations Approval & Exception Authority – See Appendix A. + Immediately analyse nature of inquiry, determine customer’s needs and resolve customer/branch issue to both the customer’s and the Bank’s satisfaction. Explaining policies/procedures in a way that the customers understand the rationale when resolution of a concern is not completed as customer wishes. Assess customer’s needs and identify sale, cross-sell potential, and retention opportunities and take immediate appropriate action. Deals with customer/branch matter except where the nature of the inquiry must be escalated to the Manager or as per Bank procedures. Appendix A + A.Retail Lending CCUL Operations Approval Authority 1. The RSC is to be guided by the policies in the Manuals & Guides on Intralink and exceptions to policy provided by Global Risk Management. Unless specifically noted that exceptions are not available, any exceptions to policy must be referred to the ACE for review. + CCUL Operations APPROVAL LIMITS – NOTES: 1. The following criteria apply to delegated lending limits: a. SAM has approved the credit application and no other policy exceptions exists. b. Where the amount to be approved exceeds the officer’s specific approval limit, the credit must be referred to the Manager for approval. c. The approval limits are on a per transaction basis (see examples below). Multiple transactions for one customer may be approved when: i. The amount request is within the officer’s limit, and ii. The product limit is not exceeded by adding the current request to the customer’s existing credit limits for the same product. iii. The approval is not an amount in excess of the amount approved by SAM. 2. The overall total customer indebtedness is controlled by SAM and, where applicable, the ACE. CCUL Operations may authorize SAM-approved individual credit requests on a per transaction basis if the amount does not exceed assigned limits or product maximums. • Where a customer has multiple accounts of a product (e.g., multiple credit card accounts), the total of the limits cannot exceed the product maximum (refer chart below). • The entire approved Scotia Student line limit should be considered for indebtedness. • Product Maximums are as follows: 3. In the absence of the CCUL Operations Unit Leader, requests requiring the Director’s authorization can be approved providing the approval is signed by two CCUL Operations Managers: one being the CCUL Operations Manager (A07) who processed the application and the other being the CCUL OPERATIONS Manager (A07) designated by the Director to act on his/her behalf during his/her absence. **Education / Experience / Other Information** The incumbent requires: + English language skills at the Advanced level + High School diploma and a minimum of 2 years of relevant working experience + Basic computer skills, including common software tools (Microsoft Office products) + Sound judgment in conducting credit investigations and making retail credit recommendations. + Basic knowledge of Bank retail lending products including credit cards and lines of credit. + Previous telephone/telemarketing experience Location(s): Colombia : Bogota : Bogota GSGlobales is a Scotiabank Group company located in Bogota, Colombia created to support different processes of the Bank and the development and execution of its global services. We offer an inclusive, positive work environment, and competitive benefits. At GSGlobales, we value the unique skills and experiences each individual brings and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at GSGlobales; however, only those candidates who are selected for an interview will be contacted.