Loyalty Lead Coordinator

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

Job summary

Manulife is seeking an administrative and operational support professional to assist Mortgage Loyalty with renewal and servicing activities within established service standards. The role coordinates files, ensures accurate records, and escalates exceptions as needed.

Responsibilities include handling documentation, communicating with Loyalty specialists and internal teams, and supporting a timely client experience while protecting privacy and compliance. Hybrid work is offered in Canada.

Qualifications

• College diploma or an equivalent combination of education and relevant experience.
• Clear written and verbal communication skills and the ability to work effectively with internal partners and clients.
• Demonstrated accuracy, organization, prioritization, and ability to manage multiple items in a service-level environment.
• Fully bilingual (French/English): communicate in English and French to support clients from various jurisdictions.

Responsibilities

• Process routine to moderately complex administrative requests related to mortgage renewals, retention, servicing, and file movement.
• Review files for completeness and follow through until completed or escalated.
• Update systems, trackers, and client records with accurate documentation.

Skills

Communication

Bilingual (Fr/En)

Multitasking

Attention to detail

Education

College diploma or equivalent

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 escalte 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.

Acerca de Manulife y John Hancock

Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .

Manulife es un empleador que ofrece igualdad de oportunidades

En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a [e-mail] .

Referenced Salary Location

CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest

Modalidades de Trabajo

Híbrido

Salary range is expected to be between

$39,225.00 CAD - $65,375.00 CAD

Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a [e-mail] para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con [e-mail] para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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) .