**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 perks 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 prospect: 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 advantages all stakeholders and has a positive social and environmental impact.

The role being advertised is an existing vacancy.
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor.

Para obtener más información acerca de nosotros, visite
http://www.manulife.com .
**Manulife es un empleador que ofrece igualdad de oportunidades**




En Manulife/John Hancock, valoramos nuestra diversidad.

Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas.

Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo.

Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud.

Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes.

Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a
[email protected] .
**Referenced Salary Location**
Montreal, Quebec
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$41,400.00 CAD - $69,000.00 CAD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual.

El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación.

Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a
[email protected]
para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar.

También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera.

Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria.

Si se está postulando para este puesto en los EE. UU., póngase en contacto con
[email protected]
para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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 (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

📌 Bilingual Customer Service Professional – Canada Retirement Services (Montreal)
🏢 Manulife
📍 Montreal