Mortgage Administrator

Job Description:

Responsibilities include the following:

• Accountable for all in good order (IGO) enforce financial transactions Mortgage products. Identify complex scenarios that needs follow-up and route to level II processor. 
• Complete work assignment within given daily cut-off as specified in Service schedule.
• Identify bank forms scanned or faxed on enforce work types in Automated Work Distributor (AWD) system in order to route work to correct business area, work type and queue.
• Work directly with business unit in response to issues and questions regarding Manulife Bank's products and processes.
• Work with leaders on process improvement planning, and communications planning for new implementations.  
• Follow AML guidelines and ensure enhanced due to diligence is applied for Politically Exposed Person, High Risk Clients and Bank regulations
• Flexibility to work overtime during peak seasons and in high volume situations.

Qualifications:

•    College/University graduate with a degree in Banking and Finance, Management, Accounting or any business-related course. 
•    Preferable with work experience in bank operations or financial institution.
•    For Internal Candidate - must be meeting all the service quality and productivity metrics for the last six months (e.g., Call Quality, IAT QA, Adherence, Attendance, etc.)
•    Fluent written and verbal communication skills using the English Language is preferable.
•    Ability to work with minimum supervision
•    Ability to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information.
•    Ability to compose a grammatically correct, clear and concise email
•    Minimum keyboarding skills of at least 30 words per minute. Exhibits good navigation skills.
•    Candidate must have good organizational and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines.
•    Candidate must demonstrate problem solving skills.
•    Ability to apply sound judgment with strong decision-making skills.

Technical Skills:

•    Ability to use the desktop computer system
•    Booting and shutting down computer, using mouse and keyboard (keyboarding)
•    Knowledge of browsers and relevant computer applications
•    Knowledge with Microsoft office is preferable.

Soft Skills:

•    AWD – Automated Work Distributor.
•    PPlus – Portfolio Plus.
o    Client Management Module
o    Retail Delivery Module
o    Investment Module
o    Term Deposits Module
o    Loans and Mortgages Module
o    Gateway
•    Contact Logger
•    Bank link
o    Deposit e2e
o    Loans e2e
•    DSS – Distributor Support System
•    Repsource
•    Office Applications – Excel, Word, Powerpoint
•    Finacle 

Product Specific Knowledge:

•    Comprehensive knowledge on the following deposit, investment and loan products:

1. Preferred Rate Mortgage
2. Personal Mortgage
3. Manulife Bank Select
4. Manulife One
5. Line of Credit Account

•    Basic understanding on Mortgage and other Loan Products

1. Personal Advantage Account
2. Tax Free Savings Account (TFSA)
3. Registered Retirement Savings Plan (RRSP)
4. Registered Retirement Income Fund (RRIF)
5. Guaranteed Investment Certificate (GIC)
6. RSP Loan
7. Leverage Loan
8. Everyday Banking Account and High-Interest Savings Account
9. Other Loans and Line of Credit products

Process Specific Knowledge:

•    Discharge:

1. IGO process of discharge requests and sending statements to lawyer/clients/external financial institution
2. Deposit payments and deactivation of LOC
3. Registration of discharge via Title Insurer’s portal

•    Non-Discharge:

1. IGO process and updating policy insurance of existing mortgage accounts
2. Generation of insurance cancellations and missing information letters to clients and insurance brokers
3. Updating Fire Insurance Master list of outstanding insurance policies for active mortgage accounts.
4. Ordering access cards, checkbooks and updating client’s address