As part of our global team, we’ll support you in shaping the future you want to see. 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 words.

Position Responsibilities:

• Address complex and escalated queries from internal and external clients (including but not limited to advisors, lawyers, sales teams etc.).

• Respond to queries in a timely, accurate and professional manner

• Investigate using various Bank systems.

• Escalate to Manager for direction regarding monetary decisions for LOIs (Loss of Indemnity) and recommend resolution.

• Escalate to Manager for exceptions or changes regarding security and general terms and conditions of the loan within agreed upon parameters and recommend solutions.

• Create and maintain strong working relationships with our internal and external clients striving to exceed customer expectations as measured through our customer surveys and service level agreement results.

• Meet and exceed defined service levels agreements and engage Manager if SLA’s are not met.

• Set up and administer new loan business, process related financial transactions for Personal Lenders and Account Managers.

• Analyze and interpret various loan documents, both personal and corporate (Business declarations, Officers certificates, Commitment letters).

• Prepare more complex loan documents for Account Mangers on Commercial Loans.

• Ensure documents have been received from lawyers/advisors and the documents are in good order.

• Follow up with external clients for not in good order transactions (NIGO).

• Identify training gap opportunities, workflow gaps and bring them to Manager’s attention.

• Utilize AWD for entering and saving correct documents.

• Identify or recommend missing procedures.

• Facilitate the smooth set up of new loans on the bank systems.

• Maintain accurate records to meet both compliance and audit requirements.

• Meet or exceed quality and productivity targets.

• Act as an escalation point for client complaints / concerns.

Required Qualifications:

• Superior Customer Service Skills

• Excellent analytical and problem-solving capabilities

• Superior written and oral communication skills

• Excellent organizational and time management skills

• Previous experience in high volume, fast paced environment

Preferred Qualifications:

• Completion of University Degree or College Diploma in a related field (Paralegal or Law clerk designation or completion of a Legal Assistant program) is an asset.

• 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.

• Knowledge of banking policies, procedures and products is an asset.

• Works well in a team environment with colleagues in multiple locations.

• Ability to make decisions and be accountable for the decisions.

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.

Referenced Salary Location

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.