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　　Working Arrangement

　　At Home

　　Job Description

　　Job Profile Summary:

　　Mortgage Onboarding Specialist – Mortgage Onboarding Team

　　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. The successful candidate must have strong customer service skills both written and verbal. Our team handles both incoming and outgoing welcome calls and email communications with our clients daily. This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.

　　Hours of Operation (subject to change): Monday to Friday 8am-8pm EST and Saturday 9am – 5pm EST (rotational schedule)

　　Key Responsibilities:

　　• Complete scheduled touchpoints with clients (inbound and outbound phone calls)

　　• Respond to client inquiries via email and phone

　　• Provide resolutions to a range of customer inquiries

　　• Review new mortgage details with clients

　　• Utilize current established policies and procedures

　　• Collaborate with internal teams

　　• Support productivity expectations set for the role

　　• Submit client requested transactions

　　• Develop an understanding of Manulife products and policies

　　• Support organizational and team initiatives and incentives

　　• Completing daily responsibilities

　　Job Requirements:

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

　　•The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

　　• Strong customer service skills

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

　　• Ability to work independently in a fast-paced environment

　　• Demonstrate passion for providing customer centric solutions

　　• Mortgage understanding an asset

　　Résumé du profil de l'emploi :

　　Spécialiste de l’équipe d’accueil hypothécaire - Équipe d'intégration des prêts hypothécaires

　　Vous êtes à la recherche d'opportunités illimitées de développement et de réussite? Avec un travail stimulant qui fait la différence et un environnement flexible et favorable, nous pouvons aider nos clients à réaliser leurs rêves et leurs aspirations financières! Nous sommes à la recherche d'une personne ayant l'esprit d'équipe et l'expérience du service à la clientèle pour un poste à temps plein comme spécialiste d’accueil hypothécaire. En tant que candidat(e) retenu(e), vous ferez preuve d'un engagement supérieur en anticipant les besoins des clients et en étant axé(e) sur la recherche de solutions. Ce poste joue un rôle important dans la création et le maintien d'une relation solide avec les clients qui soutient les stratégies de fidélisation de la clientèle de l'entreprise.

　　Dans le cadre de ce poste, nous nous concentrons d'accueillir les clients à la Banque Manuvie avec leur nouveau produit hypothécaire. Le titulaire du poste doit s'assurer de la satisfaction des clients à l'égard de nos produits hypothécaires et veiller à ce que la transition vers l'utilisation de leur nouveau compte se fasse en douceur, en soulignant les avantages qui en découlent. Le candidat retenu doit posséder de solides compétences en matière de service à la clientèle, tant à l'écrit qu'à l'oral. Notre équipe gère quotidiennement les appels de bienvenue entrants et sortants ainsi que les communications par courriel avec nos clients. La présente description du poste ne constitue pas une liste exhaustive des tâches qui incombent à l'employé exerçant cette fonction. Nous nous réservons le droit de modifier les tâches ou d'en attribuer de nouvelles à tout moment, avec ou sans préavis.

　　Heures d'ouverture (sujettes à modification) : Du lundi au vendredi, de 8 h à 20 h, heure de l'Est, et le samedi, de 9 h à 17 h, heure de l'Est (horaire en rotation).

　　Principales responsabilités :

　　Effectuer les points de contact prévus avec les clients (appels téléphoniques entrants et sortants);

　　Répondre aux demandes de renseignements des clients par courriel et par téléphone;

　　Fournir des solutions à une série de demandes de renseignements de la part des clients;

　　Examiner les détails des nouveaux prêts hypothécaires avec les clients;

　　Utiliser les politiques et procédures en vigueur;

　　Collaborer avec les équipes internes;

　　Répondre aux attentes en matière de productivité définies pour ce poste;

　　Soumettre les transactions demandées par les clients;

　　Comprendre le fonctionnement sur les produits et les politiques de Manuvie;

　　Soutenir les initiatives et les mesures incitatives de l'organisation et de l'équipe;

　　Accomplir les tâches quotidiennes.

　　Exigences du poste :

　　De 2 à 4 ans d'expérience dans le domaine de l'industrie ou dans le service à la clientèle;

　　Le candidat retenu devra communiquer en anglais et en français afin de servir des clients de diverses provinces autres que le Québec.

　　Solides compétences en matière de service à la clientèle;

　　Expérience de l'utilisation des produits Microsoft (Outlook, Word et Excel);

　　Capacité à travailler de manière autonome dans un environnement en constante évolution;

　　About Manulife and John Hancock

　　Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

　　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 .

　　Salary & Benefits

　　The annual base salary for this role is listed below.

　　Primary Location

　　CAN, Quebec - Full Time Remote

　　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 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 for more information about U.S.-specific paid time off provisions.