• Increase the collection of outstanding payments within our personal finance department, as an individual contributor in the collections process • Identify accounts with overdue payments and find solutions to help bring their loan to a current status • Maintain daily, weekly and monthly collection and metric goals • Outbound/Inbound calls with clients to resolve debts owed • All in compliance with Goodleap’s collections policies and procedures

• Collect, manage, and provide resolution of outstanding invoices from current and past due accounts • Assist other colleagues with cross functional solutions • Serve as a subject matter expert (SME) related to department processes and systems • Provide knowledge-based support while monitoring activity and provide real-time support as needed

Manulife Bank is seeking a bilingual Collections Officer who enjoys using their communication, negotiation, analytical, interpretive, and problem-solving skills to resolve the full suite of Manulife bank consumer products in default. This individual will have 1-3 years previous collection experience (preferably with mortgages), be fully bilingual in French and English (both written and verbal) and have knowledge of laws, rules and regulations governing Collection functions in various provinces. Responsibilities - 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 - 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 collection’s 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 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: - Previous collection/recoveries experience (1-3 years), ideally with mortgage collection. - Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec. - Ability to enjoy using your analytical, interpretive, judgement and problem-solving skills. - Ability to adapt quickly and easily to changes with fluctuating work volumes in a fast-paced changing environment. - Ability to read/interpret mortgage/loan agreements and legal documents including bankruptcy notices and filing Proof of Claims. - Ability to manage competing priorities in a fast-paced environment. - Ability to collaborate with geographically and culturally diverse cross-functional team. - Openness to change and continuous improvement. ​Nice to Haves: - Strong/advanced competency in the Microsoft Office Suite and SalesForce. - 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 - Strong analytical, interpretive and judgment skills and problem-solving capabilities - Results oriented. Proactively seeks solutions and takes On the job you will: - Learn about working in a large organization, all the products in the Manulife Bank suite and help assist the clients in their financial situations. - Continue to develop your negotiating and problem-solving skills while coming up with arrangements to suit the client’s repayment ability within Company guidelines and policies. Thanks to a supportive company with a culture of continuous learning and improvements, we are open to hearing what you want to learn and helping you get there. The role being advertised is an existing vacancy. About Manulife and John Hancock Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html. Manulife is an Equal Opportunity Employer At Manulife/John Hancock, we embrace our diversity. 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, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com. Referenced Salary Location CAN, Quebec - Full Time Remote Working Arrangement Remote Salary range is expected to be between $45,900.00 CAD - $76,500.00 CAD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location. Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions. We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

Join the People Helping People Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service. The Opportunity: The Collections Representative I utilizes various collection strategies and methodologies to contact consumers to negotiate payment in full or payment arrangements on debt. The Collection Representative II manages a complete portfolio of charged off accounts, maintains effective negotiation skills, utilizes skip tracing techniques and remains compliant with all regulatory and company requirements and policies. Day in the Life: - Reviews accounts in assigned queue to determine next course of action required to resolve the delinquent account. - Utilize various skip tracing techniques and collection strategies to locate right parties - Negotiate payment terms and methods, often requiring probing questions of the consumer in order to better understand potential objections to payment. - Follow up on specific accounts which meets department criteria to ensure all work has been completed on said accounts - Establish and maintain payment arrangements consistent with our established guidelines. - Dorm, close, and make recommendations on accounts in accordance with our established guidelines. - Make second voice calls as necessary to assist other collectors. - Participate actively in monthly continuous improvement training sessions, to assure that appropriate collections calling techniques are developed to respond to new and difficult calling situations. - Maintain thorough knowledge of FDCPA - Document accounts accurately and quickly - Perform all other duties as assigned. Qualifications: - Minimum (1) year collections or sales experience preferred Education: - High school education or GED equivalent About Velera At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners. Learn more about our commitment to Diversity, Equity, and Inclusion HERE! Pay Equity $15.00 - $18.03Actual Pay will be adjusted based on experience and other job-related factors permitted by law. Great Work/Life Benefits! - Competitive wages - Medical with telemedicine - Dental and Vision - Basic and Optional Life Insurance - Paid Time Off (PTO) - Maternity, Parental, Family Care - Community Volunteer Time Off - 12 Paid Holidays - Company Paid Disability Insurance - 401k (with employer match) - Health Savings Accounts (HSA) with company provided contributions - Flexible Spending Accounts (FSA) - Supplemental Insurance - Mental Health and Well-being: Employee Assistance Program (EAP) - Tuition Reimbursement - Wellness program - Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information. Velera is an E-Verify Employer. Review the E-Verify Poster here. For information regarding your Right To Work, please click here. This role is currently not eligible for sponsorship. As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@velera.com for assistance.