{"id":2554575,"url":"https://alion.io/job/manulife-loyalty-support-specialist","title":"Loyalty Support Specialist","company":{"id":6650,"name":"Manulife","domain":"manulife.com","url":"https://alion.io/company/manulife","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":93,"open_postings":98,"ghost_share":0,"stale_share":0.265,"repost_share":0.041,"time_to_fill_p50_days":27,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quebec, Canada","Waterloo, Canada","Halifax, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":30000,"max_usd":83000,"period":"year","method":"role_country_seniority_unknown","sample_n":369},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-14T18:45:56Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-23T09:31:47Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Provides advanced administrative and operational support to Mortgage Loyalty, with accountability for complex, escalated, and exception-based work. The role applies strong mortgage-process knowledge, judgment, and risk awareness to investigate and resolve issues spanning multiple workflows or systems. It also supports quality, knowledge transfer, and continuous improvement initiatives that strengthen operational performance and the client experience.\nPosition Responsibilities:\nOwn complex, aged, escalated, or exception-based administrative cases from intake through resolution, coordinating required follow-up and maintaining clear accountability for next steps.\nInvestigate file discrepancies, system issues, workflow breaks, incomplete documentation, and recurring exceptions by reviewing available records and consulting appropriate partners.\nApply established policies, procedures, controls, and authorities to non-routine situations; document the rationale for actions taken and escalate matters requiring policy interpretation, material remediation, or higher approval.\nAssess operational and client risk within assigned authority, identify potential control gaps, and ensure concerns are clearly documented and escalated.\nPerform targeted quality reviews or peer checks, identify recurring errors or process gaps, and provide factual observations to leaders and process owners.\nAct as a subject-matter resource by providing procedural guidance, peer support, onboarding assistance, and knowledge transfer without formal people-management accountability.\nSupport the development and maintenance of procedures, job aids, training materials, and administrative controls.\nPartner with Loyalty specialists, leaders, technology teams, operations, and other business areas to resolve issues spanning multiple processes or systems.\nAnalyze recurring defects, complaints, exceptions, aged items, and manual workarounds; identify root causes and recommend practical improvements that reduce risk and rework.\nSupport testing, operational readiness, and implementation of process or system changes, where assigned.\nProtect client information and reinforce adherence to applicable privacy, security, quality, risk, and regulatory requirements.\nRequired Qualifications:\nCollege diploma or an equivalent combination of education and significant relevant experience.\nProgressive experience in mortgage, lending, banking, renewals, retention, servicing, or financial-services operations.\nDemonstrated ability to investigate and resolve complex administrative issues across multiple stakeholders, processes, and systems.\nStrong written and verbal communication skills, including the ability to explain processes and document decisions, risks, and recommendations clearly.\nDemonstrated analytical, root-cause, problem-solving, quality-review, and risk-awareness capabilities.\nAbility to prioritize complex work, influence partners without direct authority, and remain effective during high volume or rapid change.\nAbility to provide peer guidance, share knowledge, and support onboarding without formal people-leadership responsibility.\nFully 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.\nPreferred Qualifications:\nAdvanced knowledge of mortgage renewal and servicing processes, administrative controls, client documentation, and related systems.\nExperience supporting escalations, root-cause analysis, procedure development, operational reporting, testing, or change implementation.\nExperience identifying control gaps and recommending improvements to quality, efficiency, service levels, or the client experience.\nDemonstrated ability to coordinate competing priorities and resolve issues across business and technology partners.\nWhen you join our team:\nWe’ll empower you to learn and grow the career you want.\nWe’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.\nAs part of our global team, we’ll support you in shaping the future you want to see.\nThe role being advertised is an existing vacancy.\nAbout Manulife and John Hancock\nManulife 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.\nManulife is an Equal Opportunity Employer\nAt 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.\nIt 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 .\nReferenced Salary Location\nCAN, Quebec, Montreal, 900 Boulevard de Maisonneuve OuestWorking Arrangement\nHybridSalary range is expected to be between\n$45,900.00 CAD - $76,500.00 CADEmployees 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.\nManulife 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.\nWe 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.","description_format":"text","description_chars":7482,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"Upper-Intermediate (B2)","optional":false},{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Insurance coverage","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks","Asset Management & Funds","Health Insurance & Benefits","Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-10-14T18:45:56Z"}],"visa":[],"liveness":{"score":83,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.829,"p_room":1,"age_days":8,"expected_fill_days":27,"reasons":["conf:1","velocity","win:early","comp:brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/manulife-loyalty-support-specialist","json_url":"https://alion.io/job/manulife-loyalty-support-specialist.json","meta":{"generated_at":"2026-10-23T12:01:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18312,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6650},"rest":"https://alion.io/mcp/rest/get_company?id=6650"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmanulife-loyalty-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmanulife-loyalty-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmanulife-loyalty-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/manulife-loyalty-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmanulife-loyalty-support-specialist"}]}