Job Description

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

At Home



It\'s banking, the way it should be. At Manulife Bank & Trust, we believe banking products are an integral part of every Canadian\'s financial plan. As one of Canada\'s youngest banks, we are growing at an unprecedented rate and need people with the skills, energy and drive to maintain our position as an "advisor\'s bank." We are looking for a customer focused team player with banking experience for a full-time Mortgage Retention Specialist based in Halifax or Waterloo.

The core responsibilities for this role are:

1. providing service to the existing mortgage clients client who are potentially going to close their mortgage and therefore are requesting a change to their mortgage such as a lower rates or fees, or different terms etc.

2. contacting clients for whom we received a discharge request in an effort to retain that client, understand why they have discharged and explain the discharge process.

3. contacting clients who have an upcoming renewal on a mortgage or Sub-account and encourage them to complete the renewal agreement and send it in.

4. contacting clients identified as a risk to leave Manulife Bank, assess their account usage and customer experience in an effort to explain the product features and benefits as well as make relevant offers to retain that client such as setting up a Sub-account or additional mortgage portion, direct deposit, early renewal or lower rates, fees, or different terms etc.

This role has a direct impact on retaining clients for Manulife Bank and hence Bank profitability.

Hours: Monday to Friday 9am - 5pm EST, with approximately day per week being 12pm - 8pm.

Other responsibilities:

• Review each client situation and recommend best process for client follow

• Complete mortgage applications with clients on the phone, as required.

• Follow Bank policies and standards for required application information, supporting documentation and underwriting processes to underwrite/decision the application

• Follow up with clients, advisors and banking consultants regarding missing application information

• Promptly respond and resolve inquiries from internal and external customers, via phone or email

• Document calls and outcomes using various Bank systems including Portfolio Plus, Contact Logger, Mortgage End to End and AWD as well as Microsoft Excel

• Proactively identify issues, process gaps and identify ways to improve service

• Support the build out of a Retention Strategy

• Support the movement to the culture of Customer Centricity

Qualifications:

• Strong knowledge of residential mortgage business and mortgage rates, fees and terms

• Previous banking experience is required

• Excellent customer service skills, with the ability to influence, negotiate and remedy customer objections

• Proficient computer and keyboarding skills

• Post-secondary education or equivalent work experience

• Strong analytical and problem solving abilities

• Ability to multi-task and work in a high volume, fast-paced environment

• Good organizational and priority setting skills

• Strong attention to detail

• Oral and written French language skills are preferred

• In depth understanding of Manulife Bank\xe2\x80\x99s products, processes and systems would be an asset

• Sales background would be beneficial

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as \xe2\x80\x98MFC\xe2\x80\x99 on the Toronto, New York, and the Philippine stock exchanges, and under \xe2\x80\x98945\xe2\x80\x99 in Hong Kong.

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 .

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location CAN, Ontario - Full Time Remote

Salary range is expected to be between $48,450.00 CAD - $80,750.00 CAD

If you are applying for this role outside of the primary location, please contact for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 for more information about U.S.-specific paid time off provisions.

Manulife