Job title: Support Specialist

Company: Manulife

Job description: We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

At Home

Job Description

The opportunity

The BSC Support Specialist is responsible for delivering technology support and solutions for the Broker Tools platforms to Manulife’s Mortgage Industry clients. The customer base includes Mortgage Brokers and Agents, as well as Lenders with varying software platforms offered by the Broker Services Centre division of Manulife.

Mortgage Brokers and Agents will turn to you as a go-to resource to help them be more productive and maintain their client relationships by utilizing the BSC Tools and technology.

The BSC Support Specialist manages the Broker and Lender set ups and access to BSC Software platforms for the generation of insurance applications. BSC ensures that the mortgage broker/lender can deliver our product to the end consumer in a seamless and efficient manner

BSC troubleshoots with Mortgage Origination System (MOS) partners and collaborates with them to deliver the Insurance offer through our Mortgage Broker partners.

BSC also works with Lenders to integrate and offer Mortgage Creditor insurance under the Credit Security Plan (CSP) channel with a variety of options on integration for both creation of insurance application and status updates.

BSC provides full instructions and training materials to Broker and lender partners.

The BSC Support Specialist is responsible for the following:

• Set up of Lender and Broker profiles
• Primary business support for users of BSC Systems
• Knowledge of Mortgage Creditor Applications and Generation Rules
• Knowledge of SafetyCatch, Indemnification and Digital platform
• Knowledge of MOS Platforms and how we integrate and services available in those platforms for our brokers
• Provide excellent customer service in support of these functions either by phone or emails

How will you create impact?

As a member of the BSC Support team you are expected to maintain solid customer relationships by handling questions and concerns on a variety of topics with accuracy, speed and professionalism and to identify issues to resolve customer complaints and handle as appropriate i.e., escalate to Production Support.

This position leverages a combination of technical aptitude, analytical skills, problem solving skills and customer service to ensure capability supporting complex business applications.

To be successful in this role you will have previous experience supporting applications of similar complexity, experience in a customer support role and employ strong analytical skills.

The BSC Support Specialist will have responsibility to fully support all BSC managed systems and be cross trained with entry level knowledge of our application processing software (DPS).

The BSC Support Specialist will foster strong relationships with the brokers and lenders that utilize the BSC tools and work to cultivate broker & lender relationships wherever possible. They will also contribute to the growth of the tools with suggested enhancements and valuable additions to the products. BSC will support the efforts of the Sales Team in helping achieve MCI goals

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• Post graduate education or relevant business experience

Excellent communications and interpersonal skills with the ability to build relationships and maintain professionalism in all mediums (written & verbal skills)

Ability to work in a customer service, team-oriented environment * Ability to quickly learn new technologies and tools

• Knowledgeable in the Mortgage Creditor Industry or ability to learn quickly
• Ability to prioritize and escalate issues appropriately
• Team player oriented, energetic, creative, solution-oriented and thrive in a fast-paced and ever-changing environment
• Handling confidential information with discretion

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture

We lead with our Values every day and bring them to life together. * Boundless opportunity

We create opportunities to learn and grow at every stage of your career. * Continuous innovation

We invite you to help redefine the future of financial services. * Delivering the promise of Diversity, Equity and Inclusion

We foster an inclusive workplace where everyone thrives. * Championing Corporate Citizenship

We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 .

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location CAN, Quebec – Full Time Remote

Salary range is expected to be between $36,600.00 CAD – $61,000.00 CAD

If you are applying for this role outside of the primary location, please contact for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 for more information about U.S.-specific paid time off provisions.

Expected salary:

Location: Quebec City, QC

Job date: Thu, 26 Oct 2023 07:24:59 GMT