Loyalty Lead Coordinator

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 escalate 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, escalate 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.

The role being advertised is an existing vacancy.

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 hr@manulife.com.

Referenced Salary Location

CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve OuestHybrid

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. 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. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

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 hr@manulife.com for more information about U.S.-specific paid time off provisions.

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.

About Us

We're Manulife. And we’re on a mission to make decisions easier and lives better.

Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future.

Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go.

We’re proud of our accomplishments and recognition. Recent awards include:

• 2026 Gallup Exceptional Workplace Award Winner
• Manulife Named one of Forbes World’s Best Employers 2025
• Financial Times World’s Best Employers Asia-Pacific 2026
• We’ve been recognized as one of Canada’s Top 100 Employers 2026
• #1 Life Insurer for AI Maturity by Evident 2026

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Our ambition is to be the number one choice for customers. Learn more at https://www.manulife.com/.