Louise Lair

Senior Credit & Collections professional with 12+ years of experience in Canadian financial services, specializing in credit collections, default management, delinquency and arrears resolution, account recovery, risk assessment, and complex account management. Proven experience managing high-risk and escalated accounts, property tax arrears, loans, mortgages, and recovery files while balancing business objectives, regulatory requirements, risk mitigation, and customer outcomes. Recognized as a Subject Matter Expert in Collections and Estates, with experience developing procedures, strengthening controls, supporting regulatory readiness, and implementing process improvements.

Strong analytical, communication, negotiation, and problem-solving skills. Bilingual in English and French.

Senior Credit Collections Analyst - MANULIFE BANK - Montréal, QC

(2023-09 - 2026-08)

Promoted from Collections Agent

• Lead complex credit and collections activities within Default Management, assessing delinquency, payment history, account risk, and customer circumstances to determine appropriate recovery strategies.
• Manage complex property tax collection accounts while balancing recovery objectives, customer outcomes, regulatory requirements, and risk mitigation.
• Develop and maintain Write-Off and Recovery procedures, strengthening governance, consistency, and internal controls.
• Collaborate cross-functionally to design and document Default Management Credit Card procedures, creating standardized processes and improving knowledge sharing.
• Serve as a Subject Matter Expert (SME) for Collections and Estates, providing guidance, training, and operational support on complex accounts and processes.
• Lead updates to insurance-related procedures to align with evolving business requirements and improve operational effectiveness.
• Support OSFI RESF reviews and related activities involving regulatory readiness, risk management, compliance, and governance.
• Implement process enhancements for judgment accounts, including account-cap requirements, reducing handoffs and streamlining workflow management.
• Resolve complex and escalated collection files by evaluating risk, determining appropriate strategies, and coordinating with internal stakeholders.
• Identify opportunities to strengthen controls, improve processes, reduce operational inefficiencies, and enhance customer outcomes.

Collections Agent - MANULIFE BANK - Montréal, QC

(2021-04 - 2023-09)

• Managed inbound and outbound customer interactions involving overdue accounts, mortgages, loans, and collection activities.
• Negotiated payment arrangements and settlements based on customer circumstances, account status, and established policies.
• Reviewed account information, payment history, and outstanding balances to determine appropriate collection actions and escalation requirements.
• Applied effective communication and negotiation skills to support account recovery while maintaining positive customer relationships.
• Documented customer interactions, payment commitments, collection actions, and account activity accurately in case management systems.
• Maintained compliance with established collections procedures, regulatory requirements, and consumer protection standards.

Senior Customer Service Representative - MANULIFE FINANCIAL - Montréal, QC

(2017-12 - 2021-04)

Promoted from Customer Service Representative

• Served as an escalation and triage point for complex client and advisor issues requiring sound judgment, prioritization, and problem-solving.
• Investigated and resolved complex customer complaints and account concerns through effective communication and cross-functional collaboration.
• Provided support related to banking products, services, account management, and online banking tools.
• Provided coaching and real-time decision support to colleagues handling complex and high-pressure client situations.
• Supported workforce operations using Avaya and Verint, balancing service levels, competing priorities, and operational requirements.
• Maintained service quality, compliance, and customer satisfaction in a high-volume financial services environment.

Customer Service Representative - MANULIFE FINANCIAL - Montréal, QC

(2013-11 - 2017-12)

• Managed high-volume client and advisor interactions while meeting quality, compliance, and performance expectations.
• Handled urgent and sensitive customer matters requiring attention to detail, sound judgment, and adherence to established procedures.
• Resolved account and banking inquiries through phone and email while providing professional and timely customer support.
• Assisted customers with account management, transactions, banking services, and product-related questions.
• Investigated client concerns and collaborated with internal teams to provide effective resolutions.
• Maintained accurate customer information and documentation while delivering a consistent client experience.

College Diploma - Police Foundations (2011-09 - 2013-06)

Bachelor of arts - psychology - Ottawa University (2008-09 - 2010-06)

Social Services - Heritage College (2006-09 - 2008-06)