Bank - Bilingual Collections Analyst

1 week ago

Toronto, Ontario, Canada Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world.

From our environmental initiatives to our community investments, we lead with values throughout our business.

To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive.

Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement
At Home

The opportunity


Reporting to the Supervisor, Collections Department, the Collections Officer is responsible for the collection of delinquent and/or past due payments on loans, lines of credit and demand/chequing accounts up to the fulfillment of the debt, including the possible redemption of investments.


Manage and resolve complex delinquent accounts in a timely and accurate manner employing key relationship management skills particularly influencing and negotiation skills, using financial hardship tools with the objective of bringing the account to good standing with a side benefit of improving the customers financial literacy.


Responsibilities:

-
Individual Accountabilities:

  • Lending Asset Recovery: (40%)
  • Review file, applicable tools, probing with customers to understand the customer's ability to bring the account current.
  • Call to action, influencing and negotiation skills, building a rapport with the customer.
  • Manage balance between customer expectation and reputational risk of the Bank.
  • Ensure payments and adjustments are processed accurately and within company policies
  • Ensure impaired mortgages are escalated, where applicable
  • Review, investigate and respond to queries on delinquent accounts received from Manulife Bank Lending, Mortgage and Customer Service departments
  • Manage incoming correspondence received from clients and determine action required
  • Take ownership for managing and troubleshooting files and related issues by researching all existing documentation before escalating to the next level
  • Assist with maintaining and updating training materials
  • Assume ownership of the files assigned, understand any urgency and assist to solve the problems that may prevent a file from moving through the process as quickly as possible
-
Key Shared Accountabilities:

  • Loss/

Risk Mitigation Activity:
(40%)

  • Ensure delinquent/impaired accounts are dealt with proactively and in a timely manner
  • Review, investigate and analyze accounts to determine 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
  • Operational Support: (10%)
  • Contribute to the training and documentation of the collection process, while identifying improvement opportunities in streamlining workflows
  • Reputational Risk: (10%)
  • 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

What motivates you?

  • You obsess about customers, listen, engage and act for their benefit.
  • You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
  • You thrive in teams and enjoy getting things done together.
  • You take ownership and build solutions, focusing on what matters.
  • You do what is right, work with integrity and speak up. You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

  • Sound knowledge of collections and the ability to read/interpret mortgage/loan agreements and legal documents including bankruptcy notices and filing Proof of Claims
  • Knowledge of laws, rules and regulations governing collection functions in various provinces
  • Knowledge of collections/recoveries experience
  • Strong analytical, interpretive and judgment skills and problem solving capabilities
  • Strong communication skills, both written and verbal
  • Strong negotiating and conflict management skills to work with complex/challenging delinquent accounts
  • Ability to multitask effectively in a fast paced environment
  • Results oriented. Proactively seeks solutions and takes actions
  • Comprehensive understanding of Manulife Bank products and services
  • Strong team player with the ability to coach others in a team work environment
  • Organized, adaptable and open to change
  • Ability to manage conflicting priorities and fluctuating work volumes in a fastpaced changing e

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