Bilingual Mortgage Specialist

We are seeking open-minded and empathetic individuals to join our Inbound Loyalty Department. This role offers the opportunity to leverage your expertise in our products to assist clients in identifying optimal solutions for their financial needs. Our interactions with clients may involve educating them about their current products, exploring options for maximizing product benefits, and addressing concerns to ensure client retention. You will become part of a dynamic team dedicated to providing exceptional customer service and fostering long-term client relationships. This position offers the rewarding experience of transforming potentially challenging situations into positive outcomes for our clients, giving you a profound sense of accomplishment and pride each day.

Position Responsibilities:

• Effectively probe to gain an understanding of the client’s needs in order to educate and provide resources to clients to help enhance the day-to-day management of their existing account

• Build long-lasting relationships with customers and serve as primary contact for future business needs and repeat business

• Manage high volume of complex files, quickly understanding the customer’s concern pertaining and responding with suggested proper account structure to ensure it meet client’s current and anticipated needs

• Perform sound judgment in assessing various internal and external variables in determining offering to clients while remaining focused on promoting the cost saving benefits of the product over the rate

• Highly skilled in effectively overcoming customer objections and complaints, turning the conversation into a fair solution-based offering from both the customer and business profitability perspectives

• Ability to identify opportunities for additional products that will improve the customer’s situation 

• Contribute to a high performing team with ongoing peer collaboration to share best practices, keep up to date on industry trends

• Build and maintain a strong industry awareness in current rules and regulations along with broader perspective on competing products

• Develop and maintain up-to-date knowledge of the Company's current promotions, products and technology enhancements that support the customer’s experience and to meet or exceed Retention goals.

• Work in partnership with the sales team in support of the client; their advisor and other distributor relationships

• Support the renewal journey with customers from beginning to end including posting the transaction on the systems and ensuring all appropriate disclosures are met

• Proactively identify issues, report on client concerns, identify process gaps and ways to improve service and retention tactics

Required Qualifications:

• 3 to 5 years of financial management industry 

• Excellent interpersonal skills with a high level of professionalism

• Excellent problem solving, analytical, judgment and decision-making skills

• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

Preferred Qualifications:

• Strong customer focus, with the ability to influence and negotiate

• Thorough knowledge of industry rules in support of the Company's strategy

• Extensive knowledge of features and benefit of product and identify when key feature can meet client goals

• Understanding of Company's products, processes and systems

• Effective time management and ability to organize and prioritize

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.

Salary range is expected to be between

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.