Bilingual Mortgage Specialist

Manulife Financial; Halifax; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading company in the financial sector is looking for empathetic individuals to join their Inbound Loyalty Department. This role focuses on assisting clients with their financial needs, fostering long-term relationships, and transforming challenges into positive outcomes. The position requires strong interpersonal skills and a commitment to exceptional customer service, ensuring client retention and satisfaction.

Benefits

Opportunities for learning and career growth

Supportive, flexible, and inclusive work environment

Support from a global team

Qualifications

• 3 to 5 years of experience in the financial management industry.
• Bilingualism in English and French is an asset.

Responsibilities

• Understand client needs and provide account management resources.
• Manage complex files and respond to customer concerns.
• Identify opportunities for additional products to improve customer situations.

Skills

Interpersonal Skills

Problem-Solving

Analytical Skills

Decision-Making

Negotiation Skills

Job description

We are seeking open-minded and empathetic individuals to join our Inbound Loyalty Department. This role offers the opportunity to leverage your expertise in our products to assist clients in identifying optimal solutions for their financial needs. Our interactions with clients may involve educating them about their current products, exploring options for maximizing product benefits, and addressing concerns to ensure client retention. You will become part of a dynamic team dedicated to providing exceptional customer service and fostering long-term client relationships. This position offers the rewarding experience of transforming potentially challenging situations into positive outcomes for our clients, giving you a profound sense of accomplishment and pride each day.

Position Responsibilities:

1. Effectively probe to understand the client’s needs, educate, and provide resources to help manage their accounts.
2. Build long-lasting relationships with customers and serve as their primary contact for future needs.
3. Manage high volumes of complex files, quickly understanding customer concerns and responding with appropriate account solutions.
4. Use sound judgment to assess variables and promote cost-saving benefits of products.
5. Overcome customer objections and complaints effectively, turning conversations into fair, solution-based outcomes.
6. Identify opportunities for additional products to improve customer situations.
7. Contribute to a high-performing team through peer collaboration and industry trend updates.
8. Maintain industry awareness of rules, regulations, and competing products.
9. Stay updated on company promotions, products, and technology to meet or exceed retention goals.
10. Support the sales team and client partnerships.
11. Manage the renewal process from start to finish, ensuring compliance with disclosures.
12. Proactively identify issues, report client concerns, and suggest process improvements.

Required Qualifications:

1. 3 to 5 years of experience in the financial management industry.
2. Excellent interpersonal skills and professionalism.
3. Strong problem-solving, analytical, judgment, and decision-making abilities.
4. Bilingualism in English and French is an asset; proficiency required in Quebec for supporting clients across provinces.

Preferred Qualifications:

1. Strong customer focus with influencing and negotiation skills.
2. Thorough knowledge of industry rules aligned with company strategy.
3. Extensive knowledge of product features and benefits.
4. Understanding of company products, processes, and systems.
5. Effective time management and organization skills.

Benefits of Joining Our Team:

• Opportunities for learning and career growth.
• Supportive, flexible, and inclusive work environment.
• Support from a global team to shape your future.