Mortgage Loyalty Specialist - Complex Case Resolution

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

Job summary

Manulife/John Hancock is seeking a skilled Mortgage Administration Specialist in Montreal to handle complex, escalated cases from intake to resolution. The role leverages strong mortgage knowledge with risk awareness to resolve issues across multiple workflows and systems.

You will contribute to quality, knowledge transfer, and continuous improvement while partnering with Loyalty, technology, and operations teams to protect client information and ensure compliant processes.

Qualifications

• College diploma or an equivalent combination of education and significant relevant experience.
• Progressive experience in mortgage, lending, banking, renewals, retention, servicing, or financial-services operations.
• Demonstrated ability to investigate and resolve complex administrative issues across multiple stakeholders, processes, and systems.
• Strong written and verbal communication skills, including the ability to explain processes and document decisions, risks, and recommendations clearly.
• Demonstrated analytical, root-cause, problem-solving, quality-review, and risk-awareness capabilities.
• Ability to prioritize complex work, influence partners without direct authority, and remain effective during high volume or rapid change.
• Ability to provide peer guidance, share knowledge, and support onboarding without formal people-leadership responsibility.
• 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.

Responsibilities

• Own complex, aged, escalated, or exception-based administrative cases from intake through resolution, coordinating required follow-up and maintaining clear accountability for next steps.
• Investigate file discrepancies, system issues, workflow breaks, incomplete documentation, and recurring exceptions by reviewing available records and consulting appropriate partners.
• Apply established policies, procedures, controls, and authorities to non-routine situations; document the rationale for actions taken and elevate matters requiring policy interpretation, material remediation, or higher approval.
• Assess operational and client risk within assigned authority, identify potential control gaps, and ensure concerns are clearly documented and escalated.
• Perform targeted quality reviews or peer checks, identify recurring errors or process gaps, and provide factual observations to leaders and process owners.
• Act as a subject-matter resource by providing procedural guidance, peer support, onboarding assistance, and knowledge transfer without formal people-management accountability.
• Support the development and maintenance of procedures, job aids, training materials, and administrative controls.
• Partner with Loyalty specialists, leaders, technology teams, operations, and other business areas to resolve issues spanning multiple processes or systems.
• Analyze recurring defects, complaints, exceptions, aged items, and manual workarounds; identify root causes and recommend practical improvements that reduce risk and rework.
• Support testing, operational readiness, and implementation of process or system changes, where assigned.
• Protect client information and reinforce adherence to applicable privacy, security, quality, risk, and regulatory requirements.

Skills

bilingual (French/English)

strong written/verbal communication

analytical/problem-solving

prioritize complex work

team collaboration without leadership

ability to investigate complex issues

Education

College diploma

Job description

Manulife/John Hancock is seeking a skilled Mortgage Administration Specialist in Montreal to handle complex, escalated cases from intake to resolution. The role leverages strong mortgage knowledge with risk awareness to resolve issues across multiple workflows and systems.

You will contribute to quality, knowledge transfer, and continuous improvement while partnering with Loyalty, technology, and operations teams to protect client information and ensure compliant processes.