Bilingual Mortgage Solutions Specialist at Manulife · Waterloo

As a trusted partner to advisors, at Manulife Bank, we deliver sophisticated lending solutions and financial strategies that don’t just grow wealth, they amplify it. Built on a foundation of excellence and driven by bold innovation, we empower advisors to deepen relationships, unlock potential, and redefine success for their clients. We’re looking for visionaries who understand where banking is headed; those who can blend the precision of complex financial products with the possibilities of cutting-edge technology. Join us, and be part of a team where banking drives extraordinary outcomes.

The Life Events Team (formerly MST team) is looking for a dedicated, customer-oriented team player with banking experience to fill the full-time role of Mortgage Specialist. The ideal candidate will excel in providing prompt and accurate service to existing clients whose needs have changed for their mortgage products, such as Mortgage Product Changes, Account Holder Changes (including separations), and Limit Decreases. This role is crucial in fostering strong customer relationships and supporting our client retention strategies.

As a Mortgage Solutions Specialist, you will be responsible for guiding clients through the entire process of requested mortgage changes, from initial inquiry to the successful completion of the request. Your role will involve:

• Client Engagement: Work closely with clients to understand their needs and ensure a seamless experience. Maintain open and effective communication throughout the process.

• Document Management: Collect all necessary documents required for underwriting, meticulously reviewing them to ensure they meet residential underwriting standards and are in good order.

• Collaboration: Liaise with various internal teams to facilitate smooth processing of mortgage changes, ensuring all parties are aligned and informed.

• File Management: Efficiently manage client files, making sure all data and notes are accurately entered into internal systems. Track progress and provide clients with timely updates on the status of their requests.

Hours of Operation (subject to change): Monday to Friday, 9 am-5 pm AST or EST, depending on location.

Position Responsibilities:

• Communicate with existing clients via phone and email to manage complex mortgage changes.

• Request and review supporting documentation to ensure compliance with residential underwriting standards and Manulife Bank policies.

• Maintain a strong awareness of mortgage industry rules and regulations and a broader perspective on competing products.

• Manage a high volume of complex files, quickly understanding customer concerns and suggesting appropriate account structures to meet their current and future needs.

• Collaborate with the Bank Sales team to support clients, their advisors, and other distributor relationships.

• Accurately enter all data and notes into internal systems.

• Provide clients with timely updates on the status of their files.

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.

• Excellent listening and communication skills, both verbal and written.

• Strong interpersonal skills with the ability to positively influence and negotiate.

• Exceptional organizational and prioritization skills, with the ability to manage high volumes in a rapidly changing environment.

• Demonstrated professionalism and sound judgment.

• Strong analytical and problem-solving capabilities.

• Meticulous attention to detail.

• In-depth understanding of Manulife Bank’s products, processes, and systems is an asset.

• Proficient computer and keyboarding skills.

Preferred Qualifications:

• 2-3 years of experience in the residential mortgage business or mortgage underwriting practices.

• Strong knowledge of the residential mortgage process, including approval, title, and funding stages, as well as mortgage terms, fees, and rates.

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.

The role being advertised is an existing vacancy.

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 hr@manulife.com.

Referenced Salary Location

CAN, Quebec - Full Time RemoteRemote

Salary range is expected to be between

$52,650.00 CAD - $87,750.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

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 hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.