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.
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.
Referenced Salary Location
CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest Working Arrangement
Salary range is expected to be between
$45,900.00 CAD - $76,500.00 CAD 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 elevate 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.
We’ll empower you to learn and grow the career you want.
We’ll recognize and support you in a flexible workplace 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.
Referenced Salary Location
CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest Working Arrangement
ハイブリッド勤務 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 ADⅅ 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 .
We are looking for a Loyalty Lead Coordinator to provide reliable administrative and operational support for mortgage renewals and servicing. You will coordinate client follow-up, maintain records, and support specialists to ensure a seamless client experience. Ideal candidates have experience in administration or financial services and are fluent in French and English.
Seeking an experienced leader to oversee a team supporting customers in financial hardship, focusing on delinquency management and risk mitigation. Lead, coach, and develop a high-performing team while ensuring regulatory compliance and operational excellence. Ideal for candidates with strong leadership in default management or mortgage servicing.
We believe that embracing inclusion is the key to creating a stronger, more resilient organization. It's not just a value - it's a strategic advantage that sets us apart.
マニュライフとジョン・ハンコックについて
マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/をご覧ください。
マニュライフは機会均等を是とする雇用主です
マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。
雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、 [email protected] までご連絡をお願いします。
Referenced Salary Location
CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest Working Arrangement
ハイブリッド勤務 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 ADⅅ 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 .

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📌 Loyalty Support Specialist (Quebec City)
🏢 Manulife
📍 Quebec City