Bilingual Collection Officer

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

📋 Description

• Take ownership of the complete collection process for overdue or delinquent payments through account recovery or write-off.

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

• Accurately and promptly handle and resolve complex delinquent accounts.

• Process payments and adjustments in line with company policies.

• Evaluate incoming client correspondence to determine necessary actions or next steps.

• Conduct investigations and analyses of accounts to determine clients’ capability to repay debts.

• Negotiate payment arrangements within the guidelines of credit policy.

• Maintain account records that document customer financial status and collection efforts.

• Escalate legal or third-party notices when the security of the Bank is compromised.

• Balance customer expectations with reputational risk in sensitive scenarios.

• Uphold client privacy and confidentiality while adhering to Bank and Compliance policies.

• Review and propose solutions for escalated client complaints.

• Enhance negotiating and problem-solving abilities while creating repayment plans.

• Gain knowledge of Manulife Bank products and assist clients with their financial situations.

⛳️ 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, regulations, and standards governing collection activities across various provinces.

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

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

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

• Capability to manage competing priorities effectively.

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

• Willingness to embrace change and pursue continuous improvement.

• Advanced proficiency in Microsoft Office Suite and Salesforce is advantageous.

• Comprehensive knowledge of Manulife Bank products and services is a plus.

• Excellent written and verbal communication skills.

• Proficient in communicating with upset or irate customers and advisors.

• Results-driven mindset.

🏝️ Benefits

• Incentive programs and compensation aligned with business and individual performance.

• Health insurance coverage.

• Dental coverage.

• Mental health benefits.

• Vision coverage.

• Short-term disability insurance.

• Long-term disability insurance.

• Life and AD&D insurance coverage.

• Adoption/surrogacy benefits.

• Wellness benefits.

• Employee and family assistance plans.

• Retirement savings plans.

• Pension plan.

• Global share ownership plan featuring employer matching contributions.

• Financial education and counseling resources.

• Paid holidays, vacation, personal, and sick days.

• Statutory leaves of absence.

• Remote work options available.

• Ongoing learning and development support.