Mortgage Onboarding Specialist

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 to ensure our clients are delighted by their first experiences with Manulife Bank. This position plays an important role in the establishment of a strong customer relationship that supports our client retention strategies. We offer a flexible and supportive work environment where we look forward to welcoming you to the team

In this role, we focus on welcoming customers to Manulife Bank and help them navigate 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 members handle 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 - Rotational shifts

Position Responsibilities

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

- Respond to client inquiries via email and phone

- Provide resolutions to a range of customer inquiries around their Manulife One

- Review new Manulife One 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

Required Qualifications

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

- Strong customer service skills

- Experience using Microsoft Products (Outlook, Teams and Excel)

- Ability to work independently in a fast-paced environment

- Demonstrate passion for providing customer centric solutions

- Strong knowledge of mortgages

Preferred Qualifications

- Bilingual would be considered an asset but not required (English/French)

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

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$42,825.00 CAD - $71,375.00 CAD

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.

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