Bilingual Mortgage Onboarding Specialist

Description:

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference and a flexible and supportive environment, we can help our customers achieve their dreams and financial aspirations! We are looking for a customer-focused, team player with customer service experience for a full-time Mortgage Onboarding Specialist position. As the successful candidate, you will demonstrate a superior commitment to anticipating customer needs and being solution focused. This position plays an important role in the establishment and maintenance of a strong customer relationship that supports the business’s client retention strategies.

In this role, we focus on welcoming customers to Manulife Bank with their new mortgage product. The position is responsible for ensuring customer satisfaction with our mortgage products and ensuring a smooth transition to utilizing their new account and highlighting its benefits. The successful candidate must have strong customer service skills both written and verbal. Our team handles both incoming and outgoing welcome calls and email communications with our clients daily. This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.

Hours of Operation (subject to change): Monday to Friday 8am-8pm EST and Saturday 9am – 5pm EST (rotational schedule)

Key Responsibilities:

• Complete scheduled touchpoints with clients (inbound and outbound phone calls)

• Respond to client inquiries via email and phone

• Provide resolutions to a range of customer inquiries

• Review new mortgage details with clients

• Utilize current established policies and procedures

• Collaborate with internal teams

• Support productivity expectations set for the role

• Submit client requested transactions

• Develop an understanding of Manulife products and policies

• Support organizational and team initiatives and incentives

• Completing daily responsibilities