Bilingual Life Events Specialist

Manulife John Hancock; Southwestern Ontario; On-site; CAD 55,000 - 70,000; Full time

Job summary

Manulife Bank is seeking a Life Events Specialist in Canada to support existing clients with mortgage product changes, account holder changes, and limit decreases. The role focuses on delivering prompt, accurate service and maintaining strong client relationships while coordinating with Fulfillment, Underwriting and Operations teams.

The successful candidate will guide clients from initial inquiry through underwriting decisions to funding, leveraging bilingual English/French communication and a

Qualifications

• Excellent listening and communication skills, both verbal and written.
• Strong interpersonal skills with the ability to positively influence and negotiate.
• Exceptional organizational and prioritization skills, with the ability to manage high volumes in a rapidly changing environment.
• Demonstrated professionalism and sound judgment.
• Strong analytical and problem-solving capabilities.
• Meticulous attention to detail.
• In-depth understanding of Manulife Bank's products, processes, and systems is an asset.
• Proficient computer and keyboarding skills.
• Bilingualism (English and French) is required. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

Responsibilities

• Guide clients through mortgage changes from start to finish, acting as their main point of contact and helping them understand the steps, requirements, and timelines involved.
• Collect, review, and validate all required documentation to support mortgage changes - such as product switches, adding or removing account holders, or restructuring account setups- ensuring accuracy and compliance with underwriting and Bank policies.
• Prepare complete, well‑organized files for lending and underwriting review, clearly summarizing client needs, requested changes, and supporting documentation to enable timely decision‑making.
• Provide proactive, ongoing communication, keeping clients informed at every stage of their file-from initial request through underwriting decisions to funding- ensuring clarity, transparency, and a smooth client experience.
• Coordinate closely with internal partners, including Fulfillment, Underwriting, and Operations teams, to ensure files move efficiently through each stage and that any issues or missing information are resolved promptly.
• Manage a high volume of files simultaneously, each at different stages in the process, while maintaining strong attention to detail and ensuring all timelines and service standards are met.
• Communicate lending and file decisions to clients in a clear and supportive way, explaining outcomes, next steps, and any additional requirements.
• Collaborate with sales partners and advisors to align on client needs, provide updates, and ensure a seamless experience across teams.
• Accurately document all client interactions, file updates, and decisions in internal systems to maintain complete and compliant records.

Skills

Excellent listening and communication

Bilingual English/French

Organizational skills

Analytical problem-solving

Attention to detail

Job description

Are you seeking a dynamic environment with limitless opportunities for growth and success? Join us in making a meaningful impact on our customers' lives while working in a flexible and supportive setting that empowers them to achieve their dreams.

As a trusted partner to advisors, at Manulife Bank, we deliver sophisticated lending solutions and financial strategies that don't just grow wealth, they amplify it. Built on a foundation of excellence and driven by bold innovation, we empower advisors to deepen relationships, unlock potential, and redefine success for their clients. We're looking for visionaries who understand where banking is headed; those who can blend the precision of complex financial products with the possibilities of cutting‑edge technology. Join us, and be part of a team where banking drives extraordinary outcomes.

The Life Events Team is looking for a dedicated, customer‑oriented team player with banking experience to fill the full‑time role of Life Events Specialist. The ideal candidate will excel in providing prompt and accurate service to existing clients whose needs have changed for their mortgage products, such as Mortgage Product Changes, Account Holder Changes (including separations), and Limit Decreases. This role is crucial in fostering strong customer relationships and supporting our client retention strategies.

As a Life Events Specialist, you will be responsible for guiding clients through the entire process of requested mortgage changes, from initial inquiry to the successful completion of the request.

Hours of Operation (subject to change): Monday to Friday, 9 am-5 pm AST or EST, depending on candidate location.

Position Responsibilities

• Guide clients through mortgage changes from start to finish, acting as their main point of contact and helping them understand the steps, requirements, and timelines involved.
• Collect, review, and validate all required documentation to support mortgage changes - such as product switches, adding or removing account holders, or restructuring account setups- ensuring accuracy and compliance with underwriting and Bank policies.
• Prepare complete, well‑organized files for lending and underwriting review, clearly summarizing client needs, requested changes, and supporting documentation to enable timely decision‑making.
• Provide proactive, ongoing communication, keeping clients informed at every stage of their file-from initial request through underwriting decisions to funding- ensuring clarity, transparency, and a smooth client experience.
• Coordinate closely with internal partners, including Fulfillment, Underwriting, and Operations teams, to ensure files move efficiently through each stage and that any issues or missing information are resolved promptly.
• Manage a high volume of files simultaneously, each at different stages in the process, while maintaining strong attention to detail and ensuring all timelines and service standards are met.
• Communicate lending and file decisions to clients in a clear and supportive way, explaining outcomes, next steps, and any additional requirements.
• Collaborate with sales partners and advisors to align on client needs, provide updates, and ensure a seamless experience across teams.
• Accurately document all client interactions, file updates, and decisions in internal systems to maintain complete and compliant records.

Required Qualifications

• Excellent listening and communication skills, both verbal and written.
• Strong interpersonal skills with the ability to positively influence and negotiate.
• Exceptional organizational and prioritization skills, with the ability to manage high volumes in a rapidly changing environment.
• Demonstrated professionalism and sound judgment.
• Strong analytical and problem‑solving capabilities.
• Meticulous attention to detail.
• In-depth understanding of Manulife Bank's products, processes, and systems is an asset.
• Proficient computer and keyboarding skills.
• Bilingualism (English and French) is required. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

Preferred Qualifications

• 2-3 years of experience in the residential mortgage business or mortgage underwriting practices.
• Strong knowledge of the residential mortgage process, including approval, title, and funding stages, as well as mortgage terms, fees, and rates.

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.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/