The Bilingual Mortgage Loyalty Specialist role offers a dynamic opportunity to enhance client relationships and contribute to our mission of delivering exceptional service and innovative solutions. By understanding client needs and managing complex accounts, you will play a critical role in building long-lasting relationships and supporting clients through their renewal journeys. This position empowers you to leverage your communication, problem-solving, and analytical skills while collaborating with the sales team to balance client needs with business goals. Joining our team means you'll have the chance to grow professionally in a supportive and inclusive environment, where your well-being and career aspirations are prioritized. As part of our global network, you'll be instrumental in shaping the future of our customer service and retention strategies.

Position Responsibilities:

• Understand client needs to provide resources that enhance account management, while identifying opportunities for additional products to improve the customer’s situation.

• Build long-lasting customer relationships, serving as the primary contact for future business needs and repeat transactions.

• Manage complex files efficiently, addressing customer concerns with appropriate account structures, and support the renewal journey from start to finish.

• Use sound judgment in offering solutions that balance client needs with business profitability, while promoting cost-saving benefits.

• Collaborate with the sales team and peers, stay informed on industry trends, and maintain knowledge of current promotions and regulations to improve service and retention tactics.

Required Qualifications:

• 3 to 5 years of financial management industry

• Demonstrate strong communications skills, articulating the complexity of our products’ features in a clear and concise manner

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

• 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

Preferred Qualifications:

• Excellent interpersonal skills with a high level of professionalism

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

• Self-motivated with strong focus on success

• Effective time management and ability to organize and prioritize

• Effective customer relationship management

• Excellent business acumen with strong decision-making skills

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.