The opportunity: Accurately and thoroughly handle increasingly complex client service requests at initial point of contact. Provide information and insight on insurance, group benefit, retirement or banking products the member/policy holder may have, typically related to coverage, advantages payments, follow up on outstanding information requests or policy features. 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 insurance/investment policies and claims 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 solid 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, accuracy and service excellence Process transactions on behalf of clients if/when required

How will you create impact? Has authority to operate within defined guidelines and processes/practices This role is the “Voice of the Customer” to Manulife Our focus on customer centricity will set us apart from our competition Providing correct and accurate information to maintain Manulife Finacial’s reputation and our client relationships

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

- Customer service focus and skills
- 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/Spanish
- 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





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.
- 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., for more information about U.S.-specific paid time off provisions.
- Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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. To request a reasonable accommodation in the application process.

Referenced Salary Location

CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest. 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, for the salary range for your location.

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. We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognitions.

Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index. Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.

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