[Hiring] Bilingual Collection Officer @Manulife

Role Description

Manulife Bank is seeking a bilingual Collections Officer who enjoys using their communication, negotiation, analytical, interpretive, and problem-solving skills to resolve the full suite of Manulife bank consumer products in default. This individual will have 1-3 years previous collection experience (preferably with mortgages), be fully bilingual in French and English (both written and verbal) and have knowledge of laws, rules and regulations governing Collection functions in various provinces.

• Own the full collection process of delinquent and/or past due payments up to loan/account being brought current and/or written off, on the following products:
• Loans
• Lines of credit
• Bank accounts
• Mortgages – line of credit and conventional
• Manage and resolve more complex delinquent accounts in a timely and accurate manner.
• Ensure payments and adjustments are processed accurately and within company policies.
• Manage incoming correspondence received from clients and determine action required or next steps.
• Review, investigate and analyze accounts to determine the client’s ability to repay the debt.
• Negotiate payment arrangements/solutions within credit policy guidelines and adhering to policies and procedures.
• Maintain account records regarding the financial status of the customer and the status of the collection’s efforts.
• Escalate legal or third-party notices where the Bank’s security is at risk, including property tax arrears, tax sales and insurance cancellation notices.
• Manage the balance between customer expectation and reputational risk of highly sensitive situations and disgruntled, irate clients.
• Ensure client privacy and confidentiality are maintained and that processes align with Bank and Compliance policies and practices.
• Review and recommend solutions for escalated client complaints.

Qualifications

• Previous collection/recoveries experience (1-3 years), ideally with mortgage collection.
• Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
• Ability to enjoy using your analytical, interpretive, judgment and problem-solving skills.
• Ability to adapt quickly and easily to changes with fluctuating work volumes in a fast-paced changing environment.
• Ability to read/interpret mortgage/loan agreements and legal documents including bankruptcy notices and filing Proof of Claims.
• Ability to manage competing priorities in a fast-paced environment.
• Ability to collaborate with geographically and culturally diverse cross-functional team.
• Openness to change and continuous improvement.

Requirements

• Strong/advanced competency in the Microsoft Office Suite and SalesForce.
• Comprehensive understanding of Manulife Bank products and services.
• Strong team player with the ability to coach others in a team environment.
• Organized and adaptable to change.
• Strong communication skills, both written and verbal.
• Ability to communicate with sometimes disgruntled and/or irate customers and/or advisors.
• Strong analytical, interpretive and judgment skills and problem-solving capabilities.
• Results oriented. Proactively seeks solutions and takes ownership.

Benefits

• Wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans.
• Various retirement savings plans (including pension and a global share ownership plan with employer matching contributions).
• Financial education and counseling resources.
• Generous paid time off program in Canada includes holidays, vacation, personal, and sick days.
• Full range of statutory leaves of absence.