Job Description

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You\xe2\x80\x99ve come to the right place. We\xe2\x80\x99re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we\xe2\x80\x99d like to hear from you.

Working Arrangement Hybrid



Applying strong customer services skills, the Bilingual Account Support Officer role is primarily accountable to provide accurate and timely responses to our clients on administratively complex loan portfolios. The Bilingual Account Support Officer is responsible for the completing and administering simple and complex loans from inception to discharge. In addition, the role prepares and processes all loan transactions and loan documents within our services standards. The Bilingual Account Support Officer is required to provide coaching and guidance regarding Personal Lenders customer inquiries as well as any inquiries on Commercial Loans.

This role is expected to communicate with Advisors, Sales and Legal Counsel while providing great customers service. This role ensures that all documents are performed with the highest quality while ensuring workflows are followed and excellent service is offered to our clients.

Key Responsibilities:

Address complex and escalated queries from internal and external clients (including but it\xe2\x80\x99s not limited to advisors, lawyers, sales teams etc)

Respond to queries in a timely, accurate and professional manner

Investigate using various Bank systems

Escalate to Manager for direction regarding monetary decisions for LOIs (Loss of Indemnity) and recommend resolution

Escalate to Manager for exceptions or changes regarding security and general terms and conditions of the loan within agreed upon parameters and recommend solutions

Build and maintain strong working relationships with our internal and external clients striving to exceed customer expectations as measured through our customer surveys and service level agreement results.

Meet and exceed defined service levels agreements and engage Manager if SLA\xe2\x80\x99s are not met

Set up and administer new loan business, process related financial transactions for Personal Lenders and Account Managers

Analyze and interpret various loan documents, both personal and corporate

Responsible for preparing more complex loan documents for Account Mangers on Commercial Loans

Ensure documents have been received from lawyers/advisors and the documents are good order

Follow up with external clients for not in good order transactions (NIGO)

Identify training gap opportunities, workflow gaps and bring them to Manager\xe2\x80\x99s attention

Utilizing AWD this role is responsible for entering and saving correct documents

Identify or recommend missing procedures on ManuKnow

Facilitate the smooth set up of new loans on the bank systems

Maintain accurate records to meet both compliance and audit requirements

Escalation point for client complaints / concerns

Job Requirements:

Bilingual English/French

Completion of University Degree or College Diploma in a related field is an asset

Works well in a team environment with colleagues in multiple locations

Superior Customer Service Skills

Excellent analytical and problem-solving capabilities

Excellent interpersonal skills

Superior written and oral communication skills

Excellent organizational and time management skills

Excellent attention to detail

Demonstrated ability to work in high volume, fast paced environment

Ability to make decisions and be accountable for the decisions

Make recommendations on cases escalated to Manager

Excellent PC skills, including Word, Excel, PowerPoint, Adobe

Strong knowledge of Security documentation on both Personal and Commercial Lending

Excellent knowledge of Banking policies, Procedures and Products is an asset

Strong knowledge of Banking industry (beneficial)

Knowledge of banking systems, AWD, PPlus (beneficial)

What can we offer you?

A competitive salary and benefits packages.

A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

A focus on growing your career path with us.

Flexible work policies and strong work-life balance.

Professional development and leadership opportunities.

Our commitment to you

Values-first culture
We lead with our Values every day and bring them to life together.

Boundless opportunity
We create opportunities to learn and grow at every stage of your career.

Continuous innovation
We invite you to help redefine the future of financial services.

Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.

Championing Corporate Citizenship

#LI-Hybrid

#M-CA-IN-CM

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at .

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including , , , , and . Additional information about John Hancock may be found at .

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 .

Manulife