• Job Description

  Req#: JR24031303

  We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

  Working Arrangement

  Hybrid

  Job Description

  The Opportunity

  Manulife Mutual Funds team is seeking dynamic bilingual 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!

  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.

  How will you create impact?

  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.

  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

  • Bilingual – fluent in English and French.
  • 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.
  • 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
  • Experience of work in call center environment
  • Understanding of Investment products available to Canadian Investors (e.g. RRSP, RRIF)

  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.

  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.

  About Manulife and John Hancock

  Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

  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 .

  Salary & Benefits

  The annual base salary for this role is listed below.

  Primary Location

  CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest

  Salary range is expected to be between

  $36 600,00 CAD - $61 000,00 CAD

  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.

• About the company

  Manulife Financial Corporation is a Canadian multinational insurance company and financial services provider headquartered in Toronto, Ontario, Canada.

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