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

The role applies robust 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 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.
#LI-HYBRID
The role being advertised is an existing vacancy.
**Giới thiệu về Manulife và John Hancock**
Tập đoàn Manulife Financial là nhà cung cấp dịch vụ tài chính quốc tế hàng đầu giúp mọi người quyết định dễ dàng hơn và có cuộc sống vẹn toàn hơn. Để tìm hiểu thêm về chúng tôi, hãy truy cập
https://www.manulife.com.vn/ .
**Manulife là Nhà sử dụng lao động không phân biệt đối xử**
Tại Manulife/John Hancock, chúng tôi luôn đón nhận sự đa dạng.

Chúng ta cố gắng thu hút, phát triển và duy trì lực lượng lao động đa dạng tương tự như những khách hàng mà chúng ta phục vụ, đồng thời thúc đẩy một môi trường làm việc hòa nhập, đề cao thế mạnh của từng nền văn hóa và cá nhân.

Chúng ta cam kết tuyển dụng, duy trì, thăng tiến và trả lương một cách công bằng. Đồng thời, chúng ta quản lý tất cả các hoạt động và chương trình của mình mà không phân biệt đối xử dựa trên chủng tộc, dòng họ, xuất thân, màu da, nguồn gốc dân tộc, quyền công dân, tôn giáo hoặc tín ngưỡng tôn giáo, đức tin,



giới tính (bao gồm phụ nữ mang thai và các tình trạng liên quan đến mang thai), xu hướng tính dục, đặc điểm di truyền, tình trạng cựu chiến binh, bản dạng giới, biểu hiện giới, tuổi tác, tình trạng hôn nhân, tình trạng gia đình, khuyết tật hoặc bất kỳ căn cứ nào khác được pháp luật hiện hành bảo vệ.
Ưu tiên của chúng ta là loại bỏ các rào cản để đem lại cơ hội tiếp cận việc làm bình đẳng. Đại diện Bộ phận Nhân sự sẽ làm việc với những ứng viên có yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển. Tất cả thông tin được chia sẻ trong quá trình yêu cầu điều chỉnh sẽ được lưu trữ và sử dụng tuân theo pháp luật hiện hành và chính sách của Manulife/John Hancock. Để yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển, hãy liên hệ với
[email protected] .
**Referenced Salary Location**
CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest
**Working Arrangement**
Kết hợp
**Salary range is expected to be between**
$45,900.00 CAD - $76,500.00 CAD
Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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.

If you are applying for this role outside of the primary location, please contact
[email protected]
for the salary range for your location.

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
[email protected]
for more information about U.S.-specific paid time off provisions.

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 (Halifax Regional Municipality)
🏢 Manulife
📍 Halifax Regional Municipality