[Remote] Bilingual Collection Officer

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