Bank - Bilingual Collections Analyst

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 and manage incoming correspondence received from clients and determine action required or next steps

• Ensure payments and adjustments are processed accurately and within company policies and 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 and 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 and review and recommend solutions for escalated client complaints

We are looking for someone with: 

• Previous collection/recoveries experience (3-5 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.

Preferred Qualifications:

• 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. 

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are 

• more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see

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 recruitment@manulife.com.

Primary Location

Working Arrangement

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.