Bilingual Mortgage Onboarding Specialist

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 financial aspirations! We are looking for a customer-focused, team player with customer service experience for a full-time Mortgage Onboarding Specialist position. As the successful candidate, you will demonstrate a superior commitment to anticipating customer needs and being solution focused. This position plays an important role in the establishment and maintenance of a strong customer relationship that supports the business’s client retention strategies.

In this role, we focus on welcoming customers to Manulife Bank with their new mortgage product. The position is responsible for ensuring customer satisfaction with our mortgage products and ensuring a smooth transition to utilizing their new account and highlighting its benefits. Our team handles both incoming and outgoing welcome calls and email communications with our clients daily.

Position Responsibilities:

• Provide effective and timely service and resolution of a range of customer inquiries

• Make scheduled / nonscheduled outbound calls to customers to review their new mortgage account in detail

• Answer inbound calls from customers regarding their new mortgage account

• Review mortgage details for accuracy and understanding with clients

• Utilize current established policies and procedures

• Make recommendations based on customer feedback or process improvements to leadership

Required Qualifications:

• 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.

• 2-4 years previous industry or customer service experience preferred

• Experience using Microsoft Products (Outlook, Word and Excel)

Preferred Qualifications:

• Ability to work independently in a fast-paced environment

• Demonstrate passion for providing customer centric solutions

• Mortgage understanding an asset

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

Montreal, Quebec

Working Arrangement

Hybrid

Salary range is expected to be between

$43,800.00 CAD – $73,000.00 CAD

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.