Bilingual Proactive Retention Specialist

at  Manulife

It’s banking, the way it should be. At Manulife Bank & Trust, we believe banking products are an integral part of every Canadian’s financial plan. As one of Canada’s youngest banks, we are growing at an unprecedented rate and need people with the skills, energy and drive to maintain our position as an “advisor’s bank.” We are looking for a customer focused team player with banking experience for a full-time Bilingual Proactive Retention Specialist based in Ontario, Quebec or Nova Scotia.

QUALIFICATIONS:

• The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec
• Strong customer focus, with the ability to influence, negotiate and remedy customer objections with strong decision making and problem solving skills
• Ability to handle difficult customers in a professional manner
• Excellent research and problem resolution
• Flexible Team player with track record of organizing , prioritizing and juggling multiple concurrent tasks
• Sales and Mortgage Brokerage background would be beneficial
• Knowledge of residential mortgage business
• Post-secondary education or equivalent work experience
• Strong analytical and problem solving abilities
• Ability to multi-task and work in a high volume, fast-paced environment
• Focus on accuracy and attention to details
• Excellent written and oral communication skills
• In depth understanding of Manulife Bank’s products, processes and systems would be an asset
• Self motivated with strong focus on success
• Fully committed to change and continuous process improvement
• Versatile and ability to learn new tasks/skills quickly

• Review each client situation and recommend best approach for client to follow based on their financial need
• Support the build out of our Retention Strategy in building long lasting relationships
• Ability to work in a performance base environment with a proven track record of meeting target
• Promptly respond and resolve inquiries from customers, via phone or email
• Develop and maintain up-to-date knowledge of the company’s current promotions, products and technology necessary to meet or exceed Retention goals.
• Document calls and outcomes using various Bank systems including Portfolio Plus, Contact Logger, Mortgage End to End and AWD as well as Sharepoint
• Proactively identify issues, report on client concerns, process gaps and identify ways to improve service
• Support the movement to the culture of Customer Centricity
• Candidate is expected to have current knowledge of Manulife Bank mortgage products