Life Events Specialist

Are you seeking a dynamic environment with limitless opportunities for growth and success? Join us in making a meaningful impact on our customers' lives while working in a flexible and supportive setting that empowers them to achieve their dreams.

As a trusted partner to advisors, at Manulife Bank, we deliver sophisticated lending solutions and financial strategies that don’t just grow wealth, they amplify it. Built on a foundation of excellence and driven by bold innovation, we empower advisors to deepen relationships, unlock potential, and redefine success for their clients. We’re looking for visionaries who understand where banking is headed; those who can blend the precision of complex financial products with the possibilities of cutting-edge technology. Join us, and be part of a team where banking drives extraordinary outcomes.

The Life Events Team is looking for a dedicated, customer-oriented team player with banking experience to fill the full-time role of Life Events Specialist. The ideal candidate will excel in providing prompt and accurate service to existing clients whose needs have changed for their mortgage products, such as Mortgage Product Changes, Account Holder Changes (including separations), and Limit Decreases. This role is crucial in fostering strong customer relationships and supporting our client retention strategies.

As a Life Events Specialist, you will be responsible for guiding clients through the entire process of requested mortgage changes, from initial inquiry to the successful completion of the request.

Hours of Operation (subject to change): Monday to Friday, 9 am-5 pm AST or EST, depending on candidate location.

Position Responsibilities:

• Guide clients through mortgage changes from start to finish, acting as their main point of contact and helping them understand the steps, requirements, and timelines involved.
• Collect, review, and validate all required documentation to support mortgage changes—such as product switches, adding or removing account holders, or restructuring account setups—ensuring accuracy and compliance with underwriting and Bank policies.
• Prepare complete, well‑organized files for lending and underwriting review, clearly summarizing client needs, requested changes, and supporting documentation to enable timely decision‑making.
• Provide proactive, ongoing communication, keeping clients informed at every stage of their file—from initial request through underwriting decisions to funding—ensuring clarity, transparency, and a smooth client experience.
• Coordinate closely with internal partners, including Fulfillment, Underwriting, and Operations teams, to ensure files move efficiently through each stage and that any issues or missing information are resolved promptly.
• Manage a high volume of files simultaneously, each at different stages in the process, while maintaining strong attention to detail and ensuring all timelines and service standards are met.
• Communicate lending and file decisions to clients in a clear and supportive way, explaining outcomes, next steps, and any additional requirements.
• Collaborate with sales partners and advisors to align on client needs, provide updates, and ensure a seamless experience across teams.

• Accurately document all client interactions, file updates, and decisions in internal systems to maintain complete and compliant records.

Required Qualifications:

• Excellent listening and communication skills, both verbal and written.
• Strong interpersonal skills with the ability to positively influence and negotiate.
• Exceptional organizational and prioritization skills, with the ability to manage high volumes in a rapidly changing environment.
• Demonstrated professionalism and sound judgment.
• Strong analytical and problem-solving capabilities.
• Meticulous attention to detail.
• In-depth understanding of Manulife Bank’s products, processes, and systems is an asset.
• Proficient computer and keyboarding skills.
• Bilingualism (English and French) is required. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

Preferred Qualifications:

• 2-3 years of experience in the residential mortgage business or mortgage underwriting practices.
• Strong knowledge of the residential mortgage process, including approval, title, and funding stages, as well as mortgage terms, fees, and rates.

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.

#LI-HYBRID

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

CAN, Ontario, Waterloo, 500 King Street NorthHybrid

Salary range is expected to be between

$51,975.00 CAD - $86,625.00 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 [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.