Provides advanced administrative and operational support to Mortgage Loyalty, with accountability for complex, escalated, and exception-based work.

The role applies strong mortgage-process knowledge, judgment, and risk awareness to investigate and resolve issues spanning multiple workflows or systems.

It also supports quality, knowledge transfer, and continuous improvement initiatives that strengthen operational performance and the client experience.
**Position Responsibilities:**
Own complex, aged, escalated, or exception-based administrative cases from intake through resolution, coordinating required follow-up and maintaining clear accountability for next steps.

Investigate file discrepancies, system issues, workflow breaks, incomplete documentation, and recurring exceptions by reviewing available records and consulting appropriate partners.

Apply established policies, procedures, controls, and authorities to non-routine situations; document the rationale for actions taken and escalate matters requiring policy interpretation, material remediation, or higher approval.

Assess operational and client risk within assigned authority, identify potential control gaps, and ensure concerns are clearly documented and escalated.

Perform targeted quality reviews or peer checks, identify recurring errors or process gaps, and provide factual observations to leaders and process owners.

Act as a subject-matter resource by providing procedural guidance, peer support, onboarding assistance, and knowledge transfer without formal people-management accountability.

Support the development and maintenance of procedures, job aids, training materials, and administrative controls.

Partner with Loyalty specialists, leaders, technology teams, operations, and other business areas to resolve issues spanning multiple processes or systems.

Analyze recurring defects, complaints, exceptions, aged items, and manual workarounds; identify root causes and recommend practical improvements that reduce risk and rework.

Support testing, operational readiness, and implementation of process or system changes, where assigned.

Protect client information and reinforce adherence to applicable privacy, security, quality, risk, and regulatory requirements.
**Required Qualifications:**
College diploma or an equivalent combination of education and significant relevant experience.

Progressive experience in mortgage, lending, banking, renewals, retention, servicing, or financial-services operations.

Demonstrated ability to investigate and resolve complex administrative issues across multiple stakeholders, processes, and systems.

Strong written and verbal communication skills, including the ability to explain processes and document decisions, risks, and recommendations clearly.

Demonstrated analytical, root-cause, problem-solving, quality-review, and risk-awareness capabilities.





Ability to prioritize complex work, influence partners without direct authority, and remain effective during high volume or rapid change.

Ability to provide peer guidance, share knowledge, and support onboarding without formal people-leadership responsibility.

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:**
Advanced knowledge of mortgage renewal and servicing processes, administrative controls, client documentation, and related systems.

Experience supporting escalations, root-cause analysis, procedure development, operational reporting, testing, or change implementation.

Experience identifying control gaps and recommending improvements to quality, efficiency, service levels, or the client experience.

Demonstrated ability to coordinate competing priorities and resolve issues across business and technology partners.
**_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 setting 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.
#LI-HYBRID
The role being advertised is an existing vacancy.
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor.

Para obtener más información acerca de nosotros, visite
http://www.manulife.com .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad.

Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas.

Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad,



estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo.

Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud.

Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes.

Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a
[email protected] .
**Referenced Salary Location**
CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$45,900.00 CAD - $76,500.00 CAD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual.

El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación.

Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a
[email protected]
para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar.

También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera.

Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria.

Si se está postulando para este puesto en los EE. UU., póngase en contacto con
[email protected]
para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process.

For more information, please refer to our personal information collection statement (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

📌 Loyalty Support Specialist (Waterloo)
🏢 Manulife
📍 Waterloo