Bilingual Mortgage Loyalty Specialist: Process Expert

Manulife; Montreal; Hybrid; CAD 46,000 - 77,000; Full time

Job summary

Manulife in Montreal, QC, seeks an experienced Mortgage Loyalty administrative specialist to respond to complex cases from intake to resolution. You will apply mortgage-process knowledge and risk awareness to resolve issues across multiple workflows or systems.

You will collaborate with Loyalty specialists, technology teams, and operations to address root causes, support quality reviews, and develop procedures and training materials.

Qualifications

• Strong written and verbal communication, ability to document decisions, risks, and recommendations clearly.
• Bilingual English and French required to support clients across jurisdictions.
• Ability to investigate and resolve complex administrative issues across multiple stakeholders, processes, and systems.

Responsibilities

• Own complex, escalated, or exception-based administrative cases from intake through resolution.
• Investigate file discrepancies, system issues, and recurring exceptions by reviewing records and consulting partners.
• Apply policies and document rationale; elevate matters requiring policy interpretation or higher approval.
• Assess risk within authority; document concerns and escalate as needed.
• Perform targeted quality reviews and identify process gaps to provide actionable observations to leaders.
• Provide procedural guidance and onboarding support without formal people-management duties.
• Support development and maintenance of procedures, job aids, and training materials.
• Collaborate with Loyalty specialists, technology, operations, and other areas to resolve cross-process issues.
• Analyze recurring defects and root causes; recommend improvements to reduce risk and rework.
• Support testing, readiness, and implementation of process or system changes.
• Protect client information and ensure compliance with privacy, security, quality, risk, and regulatory requirements.

Skills

Communication skills

Bilingual French/English

Analytical thinking

Risk awareness

Prioritization

Education

College diploma or equivalent

Job description

Manulife in Montreal, QC, seeks an experienced Mortgage Loyalty administrative specialist to respond to complex cases from intake to resolution. You will apply mortgage-process knowledge and risk awareness to resolve issues across multiple workflows or systems.

You will collaborate with Loyalty specialists, technology teams, and operations to address root causes, support quality reviews, and develop procedures and training materials.