Loyalty Lead Coordinator

Manulife; Halifax; Hybrid; CAD 39,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision benefits

Mental health support

Disability insurance (short/long-term)

Life insurance

AD&D coverage

Adoption/surrogacy benefits

Wellness program

Employee assistance program

Retirement plans

Job summary

Manulife is seeking an administrative professional to support Mortgage Loyalty in renewal and servicing activities. The role handles file movement, documentation, and client follow-up, with an emphasis on accuracy and adherence to service standards.

Responsibilities include updating systems, coordinating with internal teams, and escalating issues when necessary. The role requires bilingual English/French communication and prior experience in financial services or lending.

Qualifications

• College diploma or an equivalent combination of education and relevant experience.
• Relevant experience in administration, operations, customer service, lending, or financial services.
• Demonstrated accuracy, organization, prioritization, and ability to manage multiple work items in a service-level-driven environment.
• Clear written and verbal communication skills and the ability to work effectively with internal partners and clients.
• Comfort working across multiple systems and the ability to learn new processes, applications, and procedures.
• Demonstrated ability to recognize authority limits, elevate appropriately, and respond constructively to coaching and change.
• Fully bilingual (French/English): communicate in English and French to support clients from various jurisdictions outside of Quebec.

Responsibilities

• Process routine to moderately complex administrative requests related to mortgage renewals, retention, servicing, documentation, client follow-up, and file movement.
• Review files for completeness and coordinate missing information until completion or escalation.
• Update systems, work queues, and client records with accurate documentation.
• Prepare and distribute approved correspondence, forms, reports, and supporting documents.
• Monitor work, prioritize time-sensitive items, and contribute to backlog management.
• Coordinate with Loyalty specialists, leaders, and partners to progress files and resolve issues.
• Provide professional support and escalate outside authority to the appropriate specialist or leader.
• Identify recurring issues and raise them to leadership or SME.
• Protect client information and comply with privacy, security, quality, risk, and regulatory requirements.
• Participate in training and process updates to stay current with priorities.

Skills

Bilingual (French/English)

Communication skills

Organization & multitasking

Attention to detail

Systems familiarity

Education

College diploma

Equivalent education/experience

Job description

Provides reliable administrative and operational support to Mortgage Loyalty by completing routine to moderately complex renewal and servicing activities accurately, efficiently, and within established service standards. The role coordinates file and client-related follow-up, maintains complete records, and supports specialists in delivering a timely and seamless client experience. The position applies established procedures, resolves routine issues, and escalates exceptions or risks appropriately.

Position Responsibilities:

• Process routine to moderately complex administrative requests related to mortgage renewals, retention, servicing, documentation, client follow-up, and file movement in accordance with established procedures, authorities, and service standards.

• Review files and requests for completeness, accuracy, and consistency; obtain or coordinate missing information and follow through until the item is completed, transferred, or formally escalated.

• Update applicable systems, work queues, shared inboxes, trackers, and client records with clear, accurate, and timely documentation.

• Prepare and distribute approved correspondence, forms, reports, and supporting documentation within established authority.

• Monitor assigned work and shared workflows, prioritize time-sensitive items, and contribute to service-level and backlog management.

• Coordinate with Loyalty specialists, leaders, operations partners, and other internal teams to progress files and resolve routine issues.

• Provide professional support through approved channels and refer advice, negotiation, commitments, or decisions outside the role’s authority to the appropriate specialist or leader.

• Recognize and promptly escape policy exceptions, unresolved system issues, and potential privacy, fraud, compliance, documentation, or client-impacting concerns.

• Identify recurring processing issues, defects, knowledge gaps, or manual workarounds and raise them to the appropriate leader or subject-matter resource.

• Protect client information and comply with applicable privacy, security, quality, risk, and regulatory requirements.

• Participate in training, team huddles, cross-training, and process updates to maintain current knowledge and support changing business priorities.

Required Qualifications:

• College diploma or an equivalent combination of education and relevant experience.

• Relevant experience in administration, operations, customer service, lending, or financial services.

• Demonstrated accuracy, organization, prioritization, and ability to manage multiple work items in a service-level-driven environment.

• Clear written and verbal communication skills and the ability to work effectively with internal partners and clients, where applicable.

• Comfort working across multiple systems and the ability to learn new processes, applications, and procedures.

• Demonstrated ability to recognize authority limits, elevate appropriately, and respond constructively to coaching and change.

• Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Preferred Qualifications:

• Experience in mortgage, lending, banking, renewals, retention, servicing, or a contact-centre environment.

• Working knowledge of mortgage terminology, documentation, and renewal or servicing processes.

• Experience with workflow queues, shared inboxes, document management, reporting, quality checks, or operational controls.

• Demonstrated ability to remain calm, adaptable, and client-focused during periods of high volume or change.

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.

#LI-HYBRID

The role being advertised is an existing vacancy.

Giới thiệu về Manulife và John Hancock

Tập đoàn Manulife Financial là nhà cung cấp dịch vụ tài chính quốc tế hàng đầu giúp mọi người quyết định dễ dàng hơn và có cuộc sống vẹn toàn hơn. Để tìm hiểu thêm về chúng tôi, hãy truy cập https://www.manulife.com.vn/ .

Manulife là Nhà sử dụng lao động không phân biệt đối xử

Tại Manulife/John Hancock, chúng tôi luôn đón nhận sự đa dạng. Chúng ta cố gắng thu hút, phát triển và duy trì lực lượng lao động đa dạng tương tự như những khách hàng mà chúng ta phục vụ, đồng thời thúc đẩy một môi trường làm việc hòa nhập, đề cao thế mạnh của từng nền văn hóa và cá nhân. Chúng ta cam kết tuyển dụng, duy trì, thăng tiến và trả lương một cách công bằng. Đồng thời, chúng ta quản lý tất cả các hoạt động và chương trình của mình mà không phân biệt đối xử dựa trên chủng tộc, dòng họ, xuất thân, màu da, nguồn gốc dân tộc, quyền công dân, tôn giáo hoặc tín ngưỡng tôn giáo, đức tin, giới tính (bao gồm phụ nữ mang thai và các tình trạng liên quan đến mang thai), xu hướng tính dục, đặc điểm di truyền, tình trạng cựu chiến binh, bản dạng giới, biểu hiện giới, tuổi tác, tình trạng hôn nhân, tình trạng gia đình, khuyết tật hoặc bất kỳ căn cứ nào khác được pháp luật hiện hành bảo vệ.

Ưu tiên của chúng ta là loại bỏ các rào cản để đem lại cơ hội tiếp cận việc làm bình đẳng. Đại diện Bộ phận Nhân sự sẽ làm việc với những ứng viên có yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển. Tất cả thông tin được chia sẻ trong quá trình yêu cầu điều chỉnh sẽ được lưu trữ và sử dụng tuân theo pháp luật hiện hành và chính sách của Manulife/John Hancock. Để yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển, hãy liên hệ với [e-mail] .

Referenced Salary Location

CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest

Working Arrangement

Kết hợp

Salary range is expected to be between

$39,225.00 CAD - $65,375.00 CAD

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.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .