Bilingual Mortgage Solutions Specialist

Manulife • Waterloo, ON

4d • Remote

About The Position

As a trusted partner to advisors, at Manulife Bank, we deliver sophisticated lending solutions and financial strategies that don’t just grow wealth, they amplify it. Built on a foundation of excellence and driven by bold innovation, we empower advisors to deepen relationships, unlock potential, and redefine success for their clients. We’re looking for visionaries who understand where banking is headed; those who can blend the precision of complex financial products with the possibilities of cutting-edge technology. Join us, and be part of a team where banking drives extraordinary outcomes. The Life Events Team (formerly MST team) is looking for a dedicated, customer-oriented team player with banking experience to fill the full-time role of Mortgage Specialist. The ideal candidate will excel in providing prompt and accurate service to existing clients whose needs have changed for their mortgage products, such as Mortgage Product Changes, Account Holder Changes (including separations), and Limit Decreases. This role is crucial in fostering strong customer relationships and supporting our client retention strategies. As a Mortgage Solutions Specialist, you will be responsible for guiding clients through the entire process of requested mortgage changes, from initial inquiry to the successful completion of the request.

Requirements

• 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.
• Excellent listening and communication skills, both verbal and written.
• Strong interpersonal skills with the ability to positively influence and negotiate.
• Exceptional organizational and prioritization skills, with the ability to manage high volumes in a rapidly changing environment.
• Demonstrated professionalism and sound judgment.
• Strong analytical and problem-solving capabilities.
• Meticulous attention to detail.
• Proficient computer and keyboarding skills.

Nice To Haves

• In-depth understanding of Manulife Bank’s products, processes, and systems is an asset.
• 2-3 years of experience in the residential mortgage business or mortgage underwriting practices.
• Strong knowledge of the residential mortgage process, including approval, title, and funding stages, as well as mortgage terms, fees, and rates.

Responsibilities

• Communicate with existing clients via phone and email to manage complex mortgage changes.
• Request and review supporting documentation to ensure compliance with residential underwriting standards and Manulife Bank policies.
• Maintain a strong awareness of mortgage industry rules and regulations and a broader perspective on competing products.
• Manage a high volume of complex files, quickly understanding customer concerns and suggesting appropriate account structures to meet their current and future needs.
• Collaborate with the Bank Sales team to support clients, their advisors, and other distributor relationships.
• Accurately enter all data and notes into internal systems.
• Provide clients with timely updates on the status of their files.

Benefits

• health
• dental
• mental health
• vision
• short- and long-term disability
• life and AD&D insurance coverage
• adoption/surrogacy and wellness benefits
• employee/family assistance plans
• pension
• global share ownership plan with employer matching contributions
• financial education and counseling resources
• holidays
• vacation
• personal
• sick days

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed