Bilingual Mortgage Retention Specialist

7 months ago

Montréal, Canada Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

It's banking, the way it should be. At Manulife Bank & Trust, we believe banking products are an integral part of every Canadian's financial plan. As one of Canada's youngest banks, we are growing at an outstanding rate and need people with the skills, energy and drive to maintain our position as an "advisor's bank." We are looking for a customer focused team player with banking experience for a full-time bilingual Mortgage Retention Specialist based in Halifax or Waterloo.

**Core Responsibilities**:

- Providing service to the existing mortgage clients who are potentially going to close their mortgage and therefore are requesting a change to their mortgage such as lower rates or fees, or different terms etc.
- Contacting clients for whom we received a discharge request to retain that client, understand why they have discharged and explain the discharge process.
- Contacting clients who have an upcoming renewal on a mortgage or Sub-account and encourage them to complete the renewal agreement and send it in.
- Contacting clients identified as a risk to leave Manulife Bank, assess their account usage and customer experience to explain the product features and benefits as well as make relevant offers to retain that client such as setting up a Sub-account or additional mortgage portion, direct deposit, early renewal or lower rates, fees, or different terms etc.

This role has a direct impact on retaining clients for Manulife Bank and Bank profitability.

Hours: Monday to Friday 9am - 5pm EST.

**Other Responsibilities**:

- Review each client situation and recommend best process for client follow
- Document calls and outcomes using various Bank systems including Portfolio Plus, Contact Logger, Mortgage End to End and AWD as well as Microsoft Excel
- Proactively identify issues, process gaps and identify ways to improve service
- Support the build out of a Retention Strategy
- Support the movement to the culture of Customer Centricity

**Qualifications**:

- Solid understanding of residential mortgage business and mortgage rates, fees and terms
- Excellent customer service skills, with the ability to influence, negotiate and remedy customer objections
- Proficient computer and keyboarding skills
- Post-secondary education or equivalent work experience
- Strong analytical and problem solving abilities
- Ability to multi-task and work in a high volume, fast-paced environment
- Good Organizational and priority setting skills
- Strong attention to detail
- Oral and written French language skills are required
- In depth understanding of Manulife Bank’s products, processes and systems would be an asset
- Sales background would be helpful

**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**

**Salary & Benefits**

The annual base salary for this role is listed below.

**Primary Location**

Montreal, Quebec

**Salary range is expected to be between**

$50,250.00 CAD - $83,750.00 CAD

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short

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