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 [email protected].

Referenced Salary Location

Salary range is expected to be between

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 [email protected] 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 [email protected] 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.