Supervisor - Collections

3 weeks ago

Waterloo, Canada Manulife Full time

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**Job Summary**:
We are looking for a motivated leader with mortgage or banking experience for a full-time **Supervisor **based in Halifax or Waterloo

The team leader provides leadership, direction and support to our multi-location Manulife Bank Collections team and their activities.

**Key Accountabilities**:
**Essential Responsibilities**:

- Ensure the team provides appropriate service to the customers by demonstrating highest level of professionalism.
- Support team by escalating issues with appropriate Business area partners to respond quicker for any kind of queries
- Ensure team is provided adequate knowledge to effectively handle queries within the business line. Leverage the experience of existing senior team members to new hire training.
- Building a high performing team by providing appropriate coaching and mentoring to build a highly engaging team.
- Create an inspiring team environment of open and transparent communication and building a culture of trust and camaraderie between team members.
- Work closely with the internal stakeholders so that processes and procedures are well documented and reviewed regularly to ensure consistent streamlining
- Provide additional support by jumping into action and helping to manage cases during higher-than-normal volumes to guarantee service level standards are consistently met
- Act as the business partner with the project team for ongoing enhancements
- Development of metrics by working closely with reporting team and internal stakeholders - Provide metrics and highlights to internal stakeholders regularly
- Ensure that customer service concerns and business area feedback are profiled to dedicated business area partners to gain commitment on recommended solutions to improve the customer experience

**Collection Loss/Risk Mitigation Activity**:

- Ensure Bank arrears and loss percentages are in-line with the Bank’s risk appetite and applicable thresholds
- Ensure delinquent/impaired risk accounts are identified and dealt with proactively
- Ensure queries received from Manulife Bank Lending, Mortgage and Customer Service departments are reviewed, investigated, and responded to in a timely manner
- Provide support and guidance to staff on negotiating solutions
- Ensure incoming legal notices received from Manulife Financial legal department are investigated and responded to in a timely manner
- Manage bankruptcy/consumer proposal notices and ensuring Proof of Claims are files for secured and unsecured debt, where applicable
- Review escalated payment arrangements to ensure they fall within credit policy guidelines and are adhering to policies and procedures
- Ensure account records regarding the financial status of the customer and the collections efforts are maintained and in good order
- Review and recommend accounts to be forwarded to a third-party collection agency

**Job Requirements (Knowledge/Skills/Competencies)**:

- Post-secondary education
- 3+ years progressive collections experience is preferrable
- Strong knowledge of collections or customer service and the ability to analyze/interpret mortgage/loan agreements and legal documents including bankruptcy notices and filing Proof of Claims
- Ability to express ideas and shares information clearly and concisely, articulates messages, modifies approach, and builds connections/trust
- Ability to influence others to take corrective actions on behalf of Manulife’s external customers; influences without formal authority; ability to handle and overcome objections and resistance
- Ability to foster productive working relationships across diverse groups to produce superior solutions; builds beneficial networks to achieve collective business goals; ability to work effectively with various stakeholders throughout Canadian Division’s businesses and group functions
- Solution Focused: Owns problems through to resolution; makes timely decisions, applies analytic/systematic reasoning to positively impact results, organizational performance, and the customer experience
- Adaptable and stimulates change to achieve the desired results - Ability to build relationships and foster collaboration between disparate teams Decision Authorities: - Full resource management responsibility
- Decision making for hiring, terminating, training/developing and compensation changes for the team Working Conditions:
**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer**

**Salary & Benefits**

The annual base salary for this role in the primary location of Waterloo, Ontario is expected to be between $55,125.00 CAD - $91,875.

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