Bilingual technology consultant supporting Manulife financial advisors with escalated IT issues, Microsoft 365, cybersecurity, and technology adoption across Eastern Canada.
About the role
- Bilingual Collections Officer resolving delinquent loans, credit lines, accounts, and mortgages for Manulife Bank. Negotiating repayment solutions while protecting clients and Bank interests.
Responsibilities
- Own the full collection process for delinquent or past-due payments through account cure or write-off
- Handle collections for loans, lines of credit, bank accounts, and mortgages
- Manage and resolve complex delinquent accounts accurately and promptly
- Process payments and adjustments according to company policies
- Review incoming client correspondence and determine required actions or next steps
- Investigate and analyze accounts to assess clients’ ability to repay debt
- Negotiate payment arrangements within credit policy guidelines
- Maintain account records documenting customer financial status and collection efforts
- Escalate legal or third-party notices when Bank security is at risk
- Balance customer expectations with reputational risk in sensitive situations
- Maintain client privacy and confidentiality and comply with Bank and Compliance policies
- Review and recommend solutions for escalated client complaints
- Develop negotiating and problem-solving skills while creating repayment arrangements
- Learn Manulife Bank products and assist clients with their financial situations
Requirements
- 1-3 years of previous collection/recoveries experience, ideally with mortgage collection
- Fully bilingual in French and English, written and verbal
- Knowledge of laws, rules and regulations governing collection functions in various provinces
- Analytical, interpretive, judgment and problem-solving skills
- Ability to adapt quickly to changes and fluctuating work volumes in a fast-paced environment
- Ability to read and interpret mortgage/loan agreements and legal documents, including bankruptcy notices and filing Proof of Claims
- Ability to manage competing priorities
- Ability to collaborate with geographically and culturally diverse cross-functional teams
- Openness to change and continuous improvement
- Strong/advanced competency in Microsoft Office Suite and Salesforce is a nice-to-have
- Comprehensive understanding of Manulife Bank products and services is a nice-to-have
- Strong written and verbal communication skills
- Ability to communicate with disgruntled or irate customers and advisors
- Results-oriented
Benefits
- Incentive programs and incentive compensation tied to business and individual performance
- Health insurance
- Dental coverage
- Mental health benefits
- Vision coverage
- Short-term disability insurance
- Long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans
- Pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Remote work arrangement
- Continuous learning and development support
Job title
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Experience level
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Degree requirement
No Education Requirement
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