Bilingual Collections Coordinator - REMOTE - French

The Opportunity

Manulife Bank is seeking a bilingual Collections Officer who excels in communication, negotiation, analytical thinking, and problem-solving to manage Manulife Bank’s consumer products in default.

The ideal candidate will have 1-3 years of collection experience (preferably with mortgages), be fully bilingual in French and English, and be knowledgeable about collection laws and regulations in various provinces.

Responsibilities

• Oversee the full collection process for delinquent or past due payments until the loan / account is current or written off, covering :
• Loans
• Lines of credit
• Bank accounts
• Mortgages (line of credit and conventional)
• Handle complex delinquent accounts promptly and accurately.
• Process payments and adjustments in line with company policies.
• Manage and respond to client correspondence, determining necessary actions.
• Analyze accounts to assess clients' repayment abilities.
• Negotiate payment arrangements within credit policy guidelines.
• Maintain accurate records of account status and collection efforts.
• Escalate legal or third-party notices when the Bank’s security is at risk (e.g., property tax arrears, insurance cancellations).
• Balance customer expectations with reputational risk and manage sensitive situations.
• Ensure client privacy and compliance with Bank and regulatory policies.
• Review and recommend solutions for escalated client complaints.

What Motivates You?

• You prioritize customer satisfaction and act in their best interest.
• You are curious, innovative, and eager to drive business outcomes.
• You thrive in a collaborative team environment.
• You take ownership of tasks and focus on meaningful solutions.
• You demonstrate integrity and uphold ethical standards.
• You contribute to a diverse and inclusive workplace.

Must-Have Requirements :

• 1-3 years of collection / recoveries experience, preferably in mortgage collections.
• Strong analytical, interpretive, judgment, and problem-solving skills.
• Adaptability to fluctuating work volumes in a fast-paced environment.
• Ability to interpret mortgage / loan agreements and legal documents, including bankruptcy notices.
• Experience collaborating with diverse teams and knowledge of provincial collection laws.
• Fully bilingual in French and English (written and verbal).

Nice to Have :

• Advanced skills in Microsoft Office Suite and Salesforce.
• Understanding of Manulife Bank products and services.

On the Job You Will :

• Learn about Manulife Bank’s products and assist clients with their financial situations.
• Develop negotiation and problem-solving skills while creating repayment solutions within company guidelines.
• Benefit from a culture of continuous learning and improvement.

Education :

A Bachelor's degree is an asset.

Additional Soft Skill Requirements :

• Excellent communication and negotiation skills (both written and verbal).
• Ability to manage competing priorities in a dynamic environment.
• Openness to change and a focus on continuous improvement.
• Strong team player; experience in coaching is an asset.
• Results-oriented with proactive problem-solving skills.
• Organized and adaptable.
Il y a 4 jours