Bilingual Mortgage Changes Specialist

Manulife; Waterloo; Hybrid; CAD 52,000 - 87,000; Full time

Job summary

Manulife, a leading financial services company, is seeking a Life Events Specialist for the Life Events Team in Canada. The role focuses on guiding clients through mortgage changes, collecting documents, and coordinating with underwriting to ensure timely, compliant processing.

The position is full-time with a hybrid work arrangement and requires bilingual English and French. You will work closely with advisors and internal partners to maintain strong client relationships and accurate records.

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 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 in Canada.

Responsibilities

• Guide clients through mortgage changes from start to finish, acting as their main point of contact and explaining steps, requirements, and timelines.
• Collect, review, and validate required documentation to support mortgage changes while ensuring accuracy and compliance with underwriting and Bank policies.
• Prepare complete, well-organized files for lending and underwriting review with clear summaries of client needs and supporting documentation.
• Provide proactive, ongoing communication to keep clients informed at every stage of their file—from initial request through underwriting decisions to funding.
• Coordinate with Fulfillment, Underwriting, and Operations teams to move files efficiently through each stage.
• Manage a high volume of files at different stages while maintaining attention to detail and meeting service timelines.
• Communicate lending and file decisions clearly to clients, including next steps and additional requirements.
• Collaborate with sales partners and advisors to align on client needs and ensure a seamless experience across teams.

Skills

Active listening

Verbal & written communication

Interpersonal skills

Organizational skills

Professionalism

Analytical thinking

Attention to detail

Bilingual English/French

Job description

Manulife, a leading financial services company, is seeking a Life Events Specialist for the Life Events Team in Canada. The role focuses on guiding clients through mortgage changes, collecting documents, and coordinating with underwriting to ensure timely, compliant processing.

The position is full-time with a hybrid work arrangement and requires bilingual English and French. You will work closely with advisors and internal partners to maintain strong client relationships and accurate records.