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 workplace.

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 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
**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.
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor.

Para obtener más información acerca de nosotros, visite
http://www.manulife.com .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad.

Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas.

Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género,



expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo.

Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud.

Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes.

Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a
[email protected] .
**Referenced Salary Location**
Canadá, Ontario -Remoto a tiempo completo
**Modalidades de Trabajo**
Remoto
**Salary range is expected to be between**
$48,450.00 CAD - $80,750.00 CAD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual.

El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación.

Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a
[email protected]
para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar.

También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera.

Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria.

Si se está postulando para este puesto en los EE. UU., póngase en contacto con
[email protected]
para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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 (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

📌 Bilingual Collection Officer (Ontario)
🏢 Manulife
📍 Ontario