Bilingual Collection Officer

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.

• 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

• 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

• 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.

• Strong/advanced competency in the Microsoft Office Suite and Sales Force.
• 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 initiative.

• 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…