Bilingual Collections Officer

Manulife - Waterloo, ON (30+ days ago)

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Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

We are looking for a Bilingual Collections Officer to complete our team. We are growing as a Bank and we are looking for someone to grow with us! Our team assists client’s in their current financial situation on getting their accounts back on track while ensuring that the client still has a great banking experience.

It’s Banking the way it should be. At Manulife Bank, we believe that banking products are an integral part of every Canadian’s financial plan and we want to assist them with becoming debt free sooner. As one of Canada’s youngest banks, we are growing at an unprecedented rate and need people with the skills, energy and drive to keep the momentum going.

Locations: Halifax, Waterloo or Montreal - this can be 100% Work from Home Opportunity

Your responsibilities would include:
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;
Loans
Lines of credit
Bank accounts
Mortgages – line of credit and conventional – up to 50 days past due

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 collections 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

We’re looking for a passionate, motivated, fully Bilingual individual with 3-5 years collections (or equivalent Banking) experience to join our team. As well, experience with any, or all, of the following is a plus:

Strong/advanced competency in the Microsoft Office Suite
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
Knowledge of laws, rules and regulations governing collection functions in various provinces
Strong analytical, interpretive and judgment skills and problem-solving capabilities
Results oriented. Proactively seeks solutions and takes initiative

What about the Perks?

Manulife has lost of perks including but not limited to:
Competitive compensation
Business casual dress code which includes jeans
An abundance of career paths and opportunities to advance
Flexible work environment with flex hours and work from home arrangements
Retirement Saves Accounts including a pension, RRSP and TFSA
Manulife Share Ownership Program
Customizable benefit package which includes health, dental vision and mental health expenses

If you are ready to unleash your potential it’s time to start your career with Manulife/John Hancock.

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers. As of March 31, 2020, we had $1.2 trillion (US$0.8 trillion) in assets under management and administration, and in the previous 12 months we made $30.4 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years. We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

Manulife is an equal opportunity employer. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.