Senior Mortgage Loyalty Case Resolution Specialist

Manulife; Chicago (IL); Hybrid; USD 32,000 - 54,000; Full time

Benefits offered by this job

Health, dental, vision benefits

Pension and savings plans

Paid time off and holidays

Job summary

Manulife is seeking a bilingual Loyalty Lead Coordinator to provide advanced administrative and operational support for mortgage renewals and servicing. You will coordinate client follow-up, maintain records, and support specialists to ensure a seamless client experience.

The role requires strong organizational skills, bilingual proficiency in French and English, and the ability to work in a hybrid environment. It offers a broad benefits package and opportunities for growth.

Qualifications

• College diploma or equivalent education with significant relevant experience.
• Progressive experience in mortgage, lending, banking, or financial-services operations.
• Investigate and resolve complex administrative issues across multiple stakeholders, processes, and systems.
• Strong written and verbal communication; document decisions, risks, and recommendations clearly.
• Bilingual French/English required to support clients outside Quebec.

Responsibilities

• Own complex administrative cases from intake through resolution with accountability for next steps.
• Investigate discrepancies, system issues, and recurring exceptions by reviewing records.
• Apply policies and document rationale; escalate for policy interpretation or higher approval.
• Identify control gaps and risks; document and escalate concerns.
• Provide guidance, onboarding support, and knowledge transfer without formal people leadership.

Skills

Bilingual (French/English)

Strong written and verbal comms

Analytical problem solving

Ability to prioritize complex work

Influence without authority

Education

College diploma or equivalent

Job description

Manulife is seeking a bilingual Loyalty Lead Coordinator to provide advanced administrative and operational support for mortgage renewals and servicing. You will coordinate client follow-up, maintain records, and support specialists to ensure a seamless client experience.

The role requires strong organizational skills, bilingual proficiency in French and English, and the ability to work in a hybrid environment. It offers a broad benefits package and opportunities for growth.