Proactive Account Monitoring Analyst

7 months ago

Waterloo, 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**

Hybrid

**The Opportunity**

Manulife Bank PAM team is seeking a team player with banking and mortgage experience for a full-time position as a Proactive Account Monitoring Analyst who is keen in supporting client with various financial-solutions.

**Responsibilities**
- Accountable for analyzing a predefined segment of Manulife One accounts (Pre-Collections) and contacting these clients, in both writing and over the phone, to influence and ultimately change their current spending and deposit activities through service /education regarding product, financial literacy, personal budgeting.
- Identify and assist with implementing proactive business processes and methodologies to identify and mitigate risk of loss to the Bank prior to an account becoming contractually delinquent. Administer resolution strategies for assets in the PAM program with a view to ensuring maximum recovery.
- To maintain a balance between client relationship and pre-collections activities for the corrective actions.
- Build and maintain relationships and work collaboratively with all lines of business to analyze root causes, patterns, or trends in client behavior in order to assist in the development and implementation of recommended solutions to problems identified during the PAM process.
- Drive changes to enhance credit default management tools and help build an enhanced risk-based culture within the company.

**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 mindset 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

**We are looking for someone with**:

- 2+ years mortgage experience, preferably within the collections and/or customer service area.
- Thorough understanding of loan and mortgage parameter
- A working knowledge of the principles of credit analysis for residential mortgage is definite an asset.
- Excellent communication skills both written and verbal in both French and English
- Superior customer service skills;
- Proficient computer skills including Microsoft Word and Excel and Sharepoint.
- Strong working knowledge of all Bank products and in particular Bank Mortgage and Loan products
- Bilingualism is an asset

**Nice to Haves**:

- Proven analytical/problem solving skills with the ability to think outside the box.
- Strong attention to detail is required.
- Exceptional organizational and priority management skills.
- Capability to work effectively in a quick-paced, ever changing environment.
- Good interpersonal skills.

**Our commitment to you**
- **Values-first culture**:We lead with our Values every day and bring them to life together.
- **Boundless opportunity**:We create opportunities to learn and grow at every stage of your career.
- **Continuous innovation**:We invite you to help redefine the future of financial services.
- **Delivering the promise of Diversity, Equity and Inclusion**:We foster an inclusive workplace where everyone thrives.
- **Championing Corporate Citizenship**:We build a business that benefits all partners and has a positive social and environmental impact.

**About Manulife and John Hancock**

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 Asia, Canada, 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 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). 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**

**Salary & Benefits**

The annua

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