Bilingual Customer Service Professional – Canada Retirement Services

Responsibilities

• Accurately and thoroughly handle increasingly complex client service requests at initial point of contact.
• Provide accurate and complete information and insight on retirement products the member may have.
• Effectively use multiple administrative systems to resolve inquiries, within the defined service standards.
• Assist customers with the completion of appropriate forms and other policy requirements.
• Respond to customer inquiries on retirement and investment policies.
• Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues in order to improve the service experience.
• Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines Identify opportunities and make recommendations to improve operational processes and practices.
• Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service.
• Keep current with company policies, procedures, and processes.
• Meet expectations relative to Productivity (AHT, Aux Usage, Reliability, Adherence, CX Contribution, etc.), Accuracy (QA, Compliance, etc.) and Service Excellence (tNPS).
• Process transactions on behalf of clients if/when required.

Key Problems/Challenges:

• Confidently dealing with unclear/unfamiliar expectations from clients
• Managing time effectively within a high volume and fast paced work environment.
• Dealing with multiple cases simultaneously in a timely manner.
• Maintaining procedural expertise, broad knowledge and keeping current with our systems and products in our rapidly changing environment.
• Able to deal with differing opinions and personalities in a professional manner.

How will you create impact?

Our Canada Retirement Customer Contact Center team actively listen to our client's needs and find tailor-made solutions for them while being mindful of minimizing costs and respecting all relevant standards and legislations. They also lead business relationships, liaise among various stakeholders, and tackle daily tasks in a professional, timely and efficient manner. Their commitment to providing a great customer experience is contributing to our continued success. You share our customer satisfaction objective. You have a strong interest to learn about financial products as well as group savings and retirement products to better serve our many stakeholders. You patiently and clearly provide information in a professional manner. You are always ready to lend a helping hand. You make everyone on the phone and around you important. With this positive attitude you have a bright future with us.

Your contribution: Provide an amazing customer experience on incoming calls, which builds lasting client relations, become an expert on our products, services, systems with our in-house training, serve as a liaison between customers and other teams to ensure responsiveness and quality customer service, participate in various process improvement activities and departmental/divisional initiatives, strive in an environment with set timelines (shift work, breaks, lengths of calls, etc.) and constructive feedback.

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

• Must be fully and fluently Bilingual (French/English), in both verbal and written proficiency, in both French and English
• Customer service focus and skills
• Work experience in contact center is necessary.

• Ability to build positive relationships between customer/company
• Commitment to achieving high levels of service excellence
• Ability to work independently or with minimal direction, within a team
• Excellent communications skills (verbal and written) in English and/or French
• Analytical and problem-solving skills
• Assuming responsibility and taking ownership until resolution
• Knowledge of our business policies, procedures, and concepts
• Ability to effectively organize, prioritize and multi-task
• Attention to detail
• Post-secondary education with industry certification is preferred or equivalent work experience
• Ability to work collaboratively with teams and peers

Additional Requirements:

• In this position you will work in a Hybrid role (Currently working Tuesday and Wednesday in the office; Monday, Thursday, and Friday at home).
• An ethernet cable from your modem to your computer is required for the job. A private, secure workspace at home that is free of distractions and protects our customers privacy.
• Rotating work schedule a week at a time to accommodate customer calls from other time zones will be required (rotating start times between the hours of operation 8:00am - 8:00pm EST Monday - Friday). The Customer Service client base is Canada-wide. Flexibility is needed as client demand changes.

What can we offer you?

• A competitive salary and benefits packages.
• Paid Training starting on Day 1 (on site, in office) in an environment with practical hands-on training along with your colleagues.
• 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.

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

Montreal, Quebec

Working Arrangement

Hybrid

Salary range is expected to be between

$41,400.00 CAD - $69,000.00 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.