Bilingual Account Support Officer

As part of our global team, we’ll support you in shaping the future you want to see. 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 words.

Position Responsibilities:

• Set up and administer new loans, restructures, and process related transactions for Account Managers

• Analyze and interpret various loan documents, both personal and corporate, including but not limited to Business Declarations, Officer Certificates

• Create and maintain strong working relationships with our internal and external clients, striving to exceed customer expectations as measured through our customer surveys and service level agreement results.

• Meet or exceed quality and productivity targets

• Address complex and escalated queries from internal and external clients (including but it’s not limited to advisors, lawyers, sales teams, etc.)

• Respond to queries in a timely, accurate and professional manner

• Meet and exceed defined service level agreements

Required Qualifications:

• Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

• Knowledge of Specialized Lending products - IFA's, CSV's, IRP's, ALOC

• Knowledge of Manulife Bank systems - AWD, Pplus, ManuKnow, Salesforce

• Superior Customer Service Skills

Preferred Qualifications:

• Completion of a University Degree or College Diploma in a related field (Paralegal or Law clerk designation or completion of a Legal Assistant program) is an asset

• Works well in a team environment with colleagues in multiple locations

• Excellent analytical and problem-solving capabilities

• Superior written and oral communication skills

• Excellent organizational and time management skills

• Demonstrated ability to work in a high-volume, fast-paced environment

• Ability to make decisions and be accountable for the decisions

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 [email protected].

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 [email protected] 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 [email protected] 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.