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Job Title :
Bilingual Collections Officer
Job ID :
Category :
Location :
Halifax, NS CA
Job Type :
Full Time
Posted On :
Job Description :

Are you looking for unlimited opportunities to develop and succeed?  

With work that challenges and makes a difference and a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
We are looking for a bilingual individual to complete our team.  We are growing as a Bank and we are looking for someone to grow with us!  

Your responsibilities would include;
  • 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 – up to 50 days past due
  • 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 collections 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
Are you a Bilingual Collections Professional?
  • Do you have previous collection/recoveries experience (3-5 years)?
  • Do you have excellent communication and negotiating (both written and verbal) skills?
  • Do you enjoy using your analytical, interpretive, judgement and problem-solving skills?
  • Can you adapt quickly and easily to changes with fluctuating work volumes in a fast-paced changing environment?
  • Are you able to read/interpret mortgage/loan agreements and legal documents including bankruptcy notices and filing Proof of Claims?
  • Are you able to manage competing priorities in a fast-paced environment?
  • Able to collaborate with geographically and culturally diverse cross-functional team
Why is this position is critical to both our clients and Manulife Bank?
Our team assists client’s in their current financial situation on getting their accounts back on track while ensuring that the client still has a great banking experience.  It’s Banking the way it should be.  At Manulife Bank, we believe that banking products are an integral part of every Canadian’s financial plan and we want to assist them with becoming debt free sooner.  As one of Canada’s youngest banks, we are growing at an unprecedented rate and need people with the skills, energy and drive to keep the momentum going.
What will I learn in this position?
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.


We’re looking for a passionate, motivated individual with 3-5 years collections (or equivalent Banking) experience to join our team. 
  • Fully bilingual in French and English (both written and verbal)
  • Strong/advanced competency in the Microsoft Office Suite
  • 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
  • Knowledge of laws, rules and regulations governing collection functions in various provinces
  • Strong analytical, interpretive and judgment skills and problem-solving capabilities
About Manulife
Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2017, we had approximately 34,000 employees, 73,000 agents, and thousands of distribution partners, serving more than 26 million customers. As of December 31, 2017, we had over $1.04 trillion (US$829.4 billion) in assets under management and administration, and in the previous 12 months we made $26.7 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

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