Bilingual Proactive Retention Specialist

It's banking, the way it should be. At Manulife Bank & Trust, we believe banking products are an integral part of every Canadian's financial plan. As one of Canada's youngest banks, we are growing at an unprecedented rate and need people with the skills, energy and drive to maintain our position as an "advisor's bank." We are looking for a customer focused team player with banking experience for a full-time Bilingual Proactive Retention Specialist based in Ontario, Quebec or Nova Scotia.

Other responsibilities:

• Review each client situation and recommend best approach for client to follow based on their financial need
• Support the build out of our Retention Strategy in building long lasting relationships
• Ability to work in a performance base environment with a proven track record of meeting target
• Promptly respond and resolve inquiries from customers, via phone or email
• Develop and maintain up-to-date knowledge of the company’s current promotions, products and technology necessary to meet or exceed Retention goals.
• Document calls and outcomes using various Bank systems including Portfolio Plus, Contact Logger, Mortgage End to End and AWD as well as Sharepoint
• Proactively identify issues, report on client concerns, process gaps and identify ways to improve service
• Support the movement to the culture of Customer Centricity
• Candidate is expected to have current knowledge of Manulife Bank mortgage products

Qualifications:

• The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec
• Strong customer focus, with the ability to influence, negotiate and remedy customer objections with strong decision making and problem solving skills
• Ability to handle difficult customers in a professional manner
• Excellent research and problem resolution
• Flexible Team player with track record of organizing , prioritizing and juggling multiple concurrent tasks
• Sales and Mortgage Brokerage background would be beneficial
• Knowledge of residential mortgage business
• Post-secondary education or equivalent work experience
• Strong analytical and problem solving abilities
• Ability to multi-task and work in a high volume, fast-paced environment
• Focus on accuracy and attention to details
• Excellent written and oral communication skills
• In depth understanding of Manulife Bank’s products, processes and systems would be an asset
• Self motivated with strong focus on success
• Fully committed to change and continuous process improvement
• Versatile and ability to learn new tasks/skills quickly

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. 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. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.