Job Description

The primary role of the National Mortgage Specialist (NMS) is to facilitate the sale of Manulife Bank’s mortgage solutions while a Mortgage Specialist(s) is out-of-the-office. The NMS will be the trusted and knowledgeable face of Manulife Bank to clients, advisors and mortgage brokers and will perform all the regular duties of a Mortgage Specialist. The successful candidate will be very familiar with Manulife Bank’s underwriting guidelines and sales process and have the expertise needed to be successful. They will have the knowledge and know how to be able to pick up a deal from any stage it’s at when the MS is away from work – this could be right from original point of referral where the full Manulife Bank sales script is required, through to any stage up to completion while ensuring a seamless and superior customer experience for advisors, brokers and/or clients. The NMS could cover multiple MS’s during absence as required and also assist all MS’s with other duties as needed which could include managing future client referrals, identifying cross-sell opportunities, keeping salesforce updated, acting in the capacity of an MSA, assist in mentoring and training of new MS’s and other tasks as required.

Position Responsibilities:

Individual Accountabilities:

• Provide out-of-office coverage to our MS team ensuring files continue to flow through the sales process seamlessly. This includes:

  • Selling of Manulife One, Manulife Bank Select and associated lending solutions directly to clients.

  • Responsible for making decisions on whether a deal meets our qualification criteria and whether it should be submitted into underwriting for a decision, or to escalate it for an exception.

  • Meeting with the MS/RVP prior to an MS being out-of-office to review files currently on the go and to prioritize them.

  • Managing the desk of the MS including emails and voicemail.

  • Working with the client/advisor/broker to obtain required documents to support the mortgage application.

  • Packaging documents, reviewing them for accuracy and completeness, entering the deal on end-to-end in a concise manner that follows standardized processes and gets the deal to decision status in an accelerated fashion to reduce the likelihood of client choosing a competing lender.

  • Responsible for maintaining client engagement through the mortgage application process. This includes reinforcing the key sales messages that the client heard from the Mortgage Specialist (MS).

  • Identifying cross sell opportunities for ancillary products that may/may not have been discussed in the initial sales conversation with the MS including payroll set-up, credit card or creditor insurance products.

  • Responsible for ordering appraisals and acting as a liaison between MS and all related parties (lending, title insurers, clients)

  • Responsible for following escalation guidelines where appropriate

  • Receiving, researching and responding to client, advisor, broker and head office inquiries relating to deals and providing information.

  • Keeping all pertinent parties informed on the progress of the file(s).

  • Ensuring flow of business occurs seamlessly by coordinating field activities and directing business to the appropriate servicing unit of the Bank

  • Utilizing our CRM tool (Salesforce.com) to have clear notes on steps taken and all communication on the file, so the MS has full sight into what transpired on the deal during their absence.

  • Meeting with MS upon return to review status of all files for an easy transition of the client back to their assigned MS.

• The NMS will be considered a SME for the MS role and will be called upon to provide input for training needs and project support.

• This role will be critical in mentoring and training newer MS’s joining the sales team (after their initial onboarding training) to help them feel confident and get up-to-speed as quickly as possible.

• Assisting the MS/RVP/Manager with other tasks related to mortgage processing such as specialized reporting, service inquiries, liaising with other head office teams to resolve issues.

Key Shared Accountabilities:

• Maintain high quality on all deals submitted to lending.

• Work with RVP on tasks that help manage the flow of deals.

Required Qualifications:

• The successful candidate will be required to communicate in English and French to support clients from various provinces outside of Québec.

• Demonstrated ability to persuade and negotiate through consultation and active listening skills.

• Proven sales acumen and prospecting aptitude.

• Execution of a repeatable and measurable sales process.

• Ability to provide underwriting expertise.

• Ability to balance multiple priorities while maintaining a high degree of accuracy and attention to detail.

• Able to cultivate strong relationships with both clients and internal partners.

• Strong time management skills and the ability to prioritize.

• Demonstrates effective communication, organization and collaboration.

• Takes initiative, is a positive influence and thrives in a fast-paced work environment – a fast learner and self-starter with a strong desire to win.

• Is flexible and able to adapt to change, including changing priorities and tight deadlines.

• Has strong problem-solving and analytical skills; ability to investigate problems without supervision.

• Is results driven and team oriented.

• Coachable: Being receptive to feedback, willing to learn, embracing continuous improvement.

• Minimum 5 years experience in the banking and mortgage brokerage industry, preferably with Manulife Bank

• Strong understanding of Manulife Bank’s mortgage underwriting guidelines and exception process

• Experience conducting virtual meetings and presentations

• Experience with Salesforce.com is preferred

• Familiarity with Microsoft Office, including intermediate level of expertise using Excel.

Working Condition:

• Limited Travel may be required

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 - Full Time Remote

Remote

Salary range is expected to be between

$71,475.00 CAD - $119,125.00 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