Bilingual Collection Officer

Manulife Bank is seeking a bilingual Collections Officer to manage the full collection process for various bank consumer products, requiring communication, negotiation, analytical, interpretive, and problem-solving skills.

Location: Remote (Canada)

Salary: $45,900.00 CAD - $76,500.00 CAD

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 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.

Requirements

• Previous collection/recoveries experience (1-3 years), ideally with mortgage collection.
• Fully bilingual (French/English): The candidate must communicate in English and French to support clients from various jurisdictions outside of Quebec.
• Ability to enjoy using 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.

Benefits

• Opportunity to participate in incentive programs and earn incentive compensation.
• Wide array of customizable benefits including health, dental, mental health, vision, disability, life and AD&D insurance, adoption/surrogacy and wellness benefits, 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 including holidays, vacation, personal, and sick days, and statutory leaves of absence.

Additional Information

• The role is an existing vacancy.
• The salary range is expected to be between $45,900.00 CAD - $76,500.00 CAD.
• The position is remote, based in Canada.
• The employer emphasizes diversity, inclusion, and equal opportunity employment policies.