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Job Description

Manulife Securities Advisor Services team is seeking dynamic B ilingual candidates, capable of working within a team of Specialists in Customer Service for individual Investment products.

Are you truly excited and motivated about helping customers? Always interested in looking at ways to improve the customer experience? Do you love to problem solve and look for alternative options? Then we’ve got a role for you!

This is a full time permanent position, 37.5 hours per week. Rotating 8 hour shifts between the hours of 8:00 am to 6:00 pm, Monday to Friday. Product, procedure and application training is provided to the successful candidates. Training duration is 5 weeks with frequent testing to confirm candidate knowledge and understanding. Successful candidates will be monitored for successfully meeting established quality and productivity goals.

Main responsibilities:

• Handling of inquiries by phone from our customers and financial advisors regarding accounts, products and procedures.
• Providing an outstanding customer experience, accurately and professionally
• Provide comprehensive information to callers, resolving most queries on the first call by researching information on resource systems
• Meeting productivity and quality objectives established by the department as well as Customer Experience Call Audits

Qualifications/Skills:

• Previous Customer Service experience
• Punctuality and Attendance is critical
• Great attitude and high energy
• Empathy
• Always looking for ways to enhance the customer’s experience
• Have a desire to make a difference in a customer’s experience
• A desire to learn and grow in a dynamic global company
• Technical knowledge
• Navigation of software and multiple applications
• Attention to Detail
• Effective Listening Skills
• Ability to understand questions and/or to probe for additional information or clarification to gain understanding
• Questioning and Innovating
• Ability to multitask
• Ability to learn and apply new knowledge
• Able to work in a very structured environment
• Teamwork and collaboration
• Ability to work in a fast paced environment
• Able to accept regular coaching feedback and apply improvements suggested

Assets:

• Background in a financial services industry
• Background in customer service
• Understanding of Investment products available to Canadian Investors (eg. RRSP, RRIF)
• Bilingual – Fluent in English and French

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Description du poste

L'équipe des Services aux conseillers de Placements Manuvie est à la recherche de candidats bilingues dynamiques, capables de travailler au sein d'une équipe de spécialistes du service à la clientèle pour les produits de placement individuels.

Êtes-vous vraiment enthousiaste et motivé à l'idée d'aider les clients ? Vous cherchez toujours des façons d'améliorer l'expérience client ? Vous aimez résoudre des problèmes et rechercher des solutions alternatives ? Alors nous avons un poste pour vous !

Il s'agit d'un poste permanent à temps plein, 37,5 heures par semaine. Les équipes tournent sur 8 heures, de 8h00 à 18h00, du lundi au vendredi. Les candidats retenus recevront une formation sur les produits, les procédures et les applications. La durée de la formation est de 5 semaines, avec des tests fréquents pour confirmer les connaissances et la compréhension du candidat. Les candidats retenus feront l'objet d'un suivi afin de s'assurer qu'ils atteignent les objectifs fixés en matière de qualité et de productivité.

Principales responsabilités :

Traiter les demandes téléphoniques de nos clients et conseillers financiers concernant les comptes, les produits et les procédures.
Fournir une expérience client exceptionnelle, avec précision et professionnalisme.
Fournir des informations complètes aux appelants, résoudre la plupart des questions dès le premier appel en recherchant des informations dans les systèmes de ressources.
Atteindre les objectifs de productivité et de qualité fixés par le département ainsi que les audits d'appels relatifs à l'expérience client.

Qualifications/compétences :

Expérience dans le domaine du service à la clientèle
La ponctualité et l'assiduité sont essentielles
Bonne attitude et grande énergie
Empathie
Toujours à la recherche de moyens d'améliorer l'expérience du client
Vous avez envie de faire la différence dans l'expérience d'un client.
Désir d'apprendre et de progresser au sein d'une entreprise mondiale dynamique
Connaissances techniques
Navigation dans les logiciels et les applications multiples
Souci du détail
Capacité d'écoute efficace
Capacité à comprendre les questions et/ou à demander des informations supplémentaires ou des éclaircissements pour mieux comprendre.
Questionnement et innovation
Capacité à effectuer plusieurs tâches à la fois
Capacité à apprendre et à appliquer de nouvelles connaissances
Capacité à travailler dans un environnement très structuré
Travail d'équipe et collaboration
Capacité à travailler dans un environnement en évolution rapide
Capacité à accepter un retour d'information régulier et à mettre en œuvre les améliorations suggérées.

Atouts :

Expérience dans le secteur des services financiers
Expérience en service à la clientèle
Compréhension des produits d'investissement offerts aux investisseurs canadiens (p. ex. REER, FERR)
Bilingue - maîtrise de l'anglais et du français

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com .

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance , annuities , investments , 401(k) plans , and education savings plans . Additional information about John Hancock may be found at johnhancock.com .

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 recruitment@manulife.com .

The annual base salary for this role is listed below.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.