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 roles 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:

• Well empower you to learn and grow the career you want.
• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team well support you in shaping the future you want to see.

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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 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 .

Referenced Salary Location

Salary range is expected to be between

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 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 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.