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Collections Effectiveness Coach

Date Posted
7th February 2017
Reference
VAC-24947
Sector
Banking & Financial Services
Job Type
Permanent
Location
Nassau
Salary
Not Disclosed

Job Summary

In this role you will support team members to facilitate advancement through the RBC Collections Skills Coaching – Stairways to Success program and coaching ongoing skill development of assigned employees.

Job Description

What will you do?

  • Demonstrate commitment to Client First principles through effective observational coaching, active listening and modelling; ensures a superior client experience in every conversation.
  • Practice client focused coaching routines including on-the-floor observations, side-by-side coaching, role play and plug-ins to maximize employee development.
  • Coach each employee to successfully master targeted proficiencies and service capabilities in each skill defined in the Stairway to Success
  • Support change initiatives within teams and helps employees understand reasoning behind changes and connection to supporting business objectives.
  • Utilize effective coaching strategies to help employees attain goals through the Success Triangle – Qx2 = R (Quality + Quantity = Results).
  • Coach and model delivery of functional Collections activities, tactics and/or solutions based on identified client need and where appropriate, proactively identifies and provides additional solutions 
  • Observe employee’s abilities to understand and apply appropriate Collections, services, processes and procedures to accurately complete all client transactions and documentation and recommends accordingly

 

What do you need to succeed?

Must-have

  • At least 3-5 years banking experience preferably in Collections (Remedial/Problem Loan Management)
  • Good understanding of delinquency management
  • Strong Leadership & Coaching skills
  • Proficient in core banking platforms e.g. RIBS, Bankway, Cards 400
  • Proficiency in Microsoft Office e.g. PowerPoint, Excel, Word etc.

 

Nice to Have

  • Diploma or degree in Banking or a related field would be an asset

 

What’s in it for you?

  • Opportunity to do challenging work
  • Leaders that support your development
  • Work in a dynamic and collaborative team
  • Ability to make a difference and lasting impact

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