Note: The job is a remote job and is open to candidates in USA. Manulife is a leading international financial services provider, and they are seeking a bilingual Collections Officer. This role involves managing the collection process for various consumer products in default, utilizing strong communication and analytical skills.
Responsibilities
- 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.LoansLines of creditBank accountsMortgages – line of credit and conventional
- Manage and resolve more complex delinquent account 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
Skills
- 1-3 years previous collection experience (preferably with mortgages)
- Fully bilingual in French and English (both written and verbal)
- Knowledge of laws, rules and regulations governing Collection functions in various provinces
- Ability to enjoy using your analytical, interpretive, judgement 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
- 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
- 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
- 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
Company Overview
- Manulife is a leading international financial services group that helps people make their decisions easier and lives better. It was founded in 1887, and is headquartered in Toronto, Ontario, CAN, with a workforce of 10001+ employees. Its website is http://www.manulife.com/.