[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.ResponsibilitiesOwn 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 conventionalManage and resolve more complex delinquent account in a timely and accurate mannerEnsure payments and adjustments are processed accurately and within company policiesManage incoming correspondence received from clients and determine action required or next stepsReview, investigate and analyze accounts to determine the client’s ability to repay the debtNegotiate payment arrangements/solutions within credit policy guidelines and adhering to policies and proceduresMaintain account records regarding the financial status of the customer and the status of the collection’s effortsEscalate legal or third-party notices where the Bank’s security is at risk, including property tax arrears, tax sales and insurance cancellation noticesManage the balance between customer expectation and reputational risk of highly sensitive situations and disgruntled, irate clientsEnsure client privacy and confidentiality are maintained and that processes align with Bank and Compliance policies and practicesReview and recommend solutions for escalated client complaintsSkills1-3 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 provincesAbility to enjoy using your analytical, interpretive, judgement and problem-solving skillsAbility to adapt quickly and easily to changes with fluctuating work volumes in a fast-paced changing environmentAbility to read/interpret mortgage/loan agreements and legal documents including bankruptcy notices and filing Proof of ClaimsAbility to manage competing priorities in a fast-paced environmentAbility to collaborate with geographically and culturally diverse cross-functional teamOpenness to change and continuous improvementStrong/advanced competency in the Microsoft Office Suite and SalesForceComprehensive understanding of Manulife Bank products and servicesStrong team player with the ability to coach others in a team environmentOrganized and adaptable to changeStrong communication skills, both written and verbalCommunicate with sometimes disgruntled and/or irate customers and/or advisorsStrong analytical, interpretive and judgment skills and problem-solving capabilitiesResults oriented. Proactively seeks solutions and takes ownershipBenefitsHealth, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plansVarious retirement savings plans (including pension and a global share ownership plan with employer matching contributions)Financial education and counseling resourcesGenerous paid time off program in Canada includes holidays, vacation, personal, and sick daysFull range of statutory leaves of absenceCompany OverviewManulife is a leading international financial services group that helps people make their decisions easier and lives better. It was founded in 1887, and is headquartered in Toronto, Ontario, CAN, with a workforce of 10001+ employees. Its website is http://www.manulife.com/.



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