Bilingual Collection Officer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take charge of the entire collection process for overdue and/or past-due payments through account remediation or write-offs.

• Manage collections for loans, lines of credit, bank accounts, and mortgages.

• Effectively handle and resolve intricate delinquent accounts in a timely manner.

• Process payments and adjustments in alignment with company policies.

• Assess incoming client correspondence and identify necessary actions.

• Conduct investigations and analyses of accounts to evaluate clients’ repayment capabilities.

• Negotiate payment plans within the guidelines of credit policies.

• Keep account records that reflect customer financial statuses and collection efforts.

• Escalate legal or third-party communications when the Bank's security is compromised.

• Balance customer expectations with reputational risk in delicate situations.

• Uphold client privacy and confidentiality in accordance with Bank and Compliance policies.

• Evaluate and propose solutions for escalated client complaints.

• Familiarize yourself with Manulife Bank products to assist clients with their financial needs.

• Continue enhancing negotiation and problem-solving skills through client repayment arrangements.

⛳️ Requirements

• 1–3 years of prior experience in collections/recoveries, preferably in mortgage collections.

• Fully bilingual in French and English, both written and spoken.

• Familiarity with laws, rules, and regulations that govern collection functions across various provinces.

• Strong analytical, interpretive, judgment, and problem-solving abilities.

• Capacity to adapt swiftly to changes and varying workloads in a dynamic environment.

• Proficiency in reading and interpreting mortgage/loan agreements and legal documents, including bankruptcy notices and filing Proof of Claims.

• Ability to juggle competing priorities in a fast-paced setting.

• Experience collaborating with cross-functional teams that are geographically and culturally diverse.

• Willingness to embrace change and pursue continuous improvement.

• Strong or advanced proficiency in Microsoft Office Suite and Salesforce is preferred.

• Comprehensive understanding of Manulife Bank products and services is preferred.

• Excellent communication skills, both written and verbal.

• Aptitude for engaging with disgruntled or upset customers and advisors.

🏝️ Benefits

• Health insurance

• Dental insurance

• Mental health benefits

• Vision coverage

• Short- and long-term disability insurance

• Life and AD&D insurance coverage

• Adoption/surrogacy benefits

• Wellness benefits

• Employee/family assistance plans

• Retirement savings plans

• Pension

• Global share ownership plan with employer matching contributions

• Financial education and counseling resources

• Paid holidays, vacation, personal, and sick days

• Statutory leaves of absence

• Remote work arrangement

• Continuous learning and improvement opportunities