Job Description

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

At Home



The opportunity

Reporting to the Supervisor, Collections Department, the Collections Officer is responsible for the collection of delinquent and/or past due payments on loans, lines of credit and demand/chequing accounts up to the fulfillment of the debt, including the possible redemption of investments.

Manage and resolve complex delinquent accounts in a timely and accurate manner employing key relationship management skills particularly influencing and negotiation skills, using financial hardship tools with the objective of bringing the account to good standing with a side benefit of improving the customers financial literacy.

Responsibilities:

Individual Accountabilities:

Lending Asset Recovery: (40%) * Review file, applicable tools, probing with customers to understand the customer\xe2\x80\x99s ability to bring the account current.

• Call to action, influencing and negotiation skills, building a rapport with the customer\xe2\x80\xa6.
• Manage balance between customer expectation and reputational risk of the Bank.
• Ensure payments and adjustments are processed accurately and within company policies
• Ensure impaired mortgages are escalated, where applicable
• Review, investigate and respond to queries on delinquent accounts received from Manulife Bank Lending, Mortgage and Customer Service departments
• Manage incoming correspondence received from clients and determine action required
• Take ownership for managing and troubleshooting files and related issues by researching all existing documentation before escalating to the next level
• Assist with maintaining and updating training materials
• Assume ownership of the files assigned, understand any urgency and assist to solve the problems that may prevent a file from moving through the process as quickly as possible

Key Shared Accountabilities:

Loss/Risk Mitigation Activity: (40%) * Ensure delinquent/impaired accounts are dealt with proactively and in a timely manner

• Review, investigate and analyze accounts to determine client\xe2\x80\x99s 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\xe2\x80\x99s security is at risk, including property tax arrears, tax sales and insurance cancellation notices

Operational Support: (10%) * Contribute to the training and documentation of the collection process, while identifying improvement opportunities in streamlining workflows

Reputational Risk: (10%) * 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 approach 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.

What we are looking for

• Sound knowledge of collections and the ability to read/interpret mortgage/loan agreements and legal documents including bankruptcy notices and filing Proof of Claims
• Knowledge of laws, rules and regulations governing collection functions in various provinces
• Knowledge of collections/recoveries experience
• Strong analytical, interpretive and judgment skills and problem solving capabilities
• Strong communication skills, both written and verbal
• Strong negotiating and conflict management skills to work with complex/challenging delinquent accounts
• Ability to multi-task effectively in a fast paced environment
• Results oriented. Proactively seeks solutions and takes actions
• Comprehensive understanding of Manulife Bank products and services
• Strong team player with the ability to coach others in a team work environment
• Organized, adaptable and open to change
• Ability to manage conflicting priorities and fluctuating work volumes in a fast-paced changing environment
• Must be able to assess the degree of risk and financial exposure when complex and/or sensitive exceptions are identified
• Ensure high-impact issues are consistently handled and escalated appropriately
• Must understand the regulatory and privacy requirements in various provinces
• Communicate with disgruntled and/or irate customers and/or advisors
• Must be able to handle numerous cases and/or issues and to organize and prioritize job responsibilities

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture

We lead with our Values every day and bring them to life together. * Boundless opportunity

We create opportunities to learn and grow at every stage of your career. * Continuous innovation

We invite you to help redefine the future of financial services. * Delivering the promise of Diversity, Equity and Inclusion

We foster an inclusive workplace where everyone thrives. * Championing Corporate Citizenship

We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as \xe2\x80\x98MFC\xe2\x80\x99 on the Toronto, New York, and the Philippine stock exchanges, and under \xe2\x80\x98945\xe2\x80\x99 in Hong Kong.

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 .

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location CAN, Ontario - Full Time Remote

Salary range is expected to be between $41,025.00 CAD - $68,375.00 CAD

If you are applying for this role outside of the primary location, please contact 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 for more information about U.S.-specific paid time off provisions.

Manulife