Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
About the role
- Mortgage Specialist guiding clients through their mortgage changes at Manulife Bank. Responsible for accurate documentation, client communication, and collaboration with internal partners.
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
Requirements
- Bilingualism (English and French) is required
- 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
- 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
- Proficient computer and keyboarding skills
- In-depth understanding of Manulife Bank’s products, processes, and systems is an asset
Benefits
- Health insurance
- Dental benefits
- Mental health support
- Vision coverage
- Short-term disability
- Long-term disability
- Life insurance
- Wellness benefits
- Employee assistance programs
- Retirement savings plans (including pension and share ownership plans)
- Paid time off including holidays, vacation, and personal days
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