Bilingual Customer Service Representative

The Opportunity

Are you passionate about working with customers, building relationships, and being part of a growing business? Then we would love to have you join our Retirement Services Team as a Bilingual Customer Service Representative!

With the customer as the main focus, this role takes a proactive approach to every interaction, ensuring a high-quality Manulife experience. This role is in our Canada Retirement Member Contact Centre and is accountable for handling inbound requests from retirement plan members with questions ranging from providing information on accounts to assisting with web navigation, processing transactions and everything in between.

This is a Hybrid opportunity with a requirement to be in-office three (3) days per week (Tuesday, Wednesday & Thursday). We are open Monday through Friday 8:00am to 8:00pm (eastern time) and schedule on a rotational basis.

Responsibilities

• Providing excellent customer service on approximately 30-40 (inbound) calls per day.
• Initial point of contact for increasingly complex customer queries and requests.
• Providing accurate and complete information about member retirement account(s).
• Assisting callers with website and app navigation.
• Transaction processing and assistance with forms.
• Contributions to a strong collaborative team.
• Meet productivity and service targets (e.g.: AHT, schedule adherence, tNPS, QA, etc.).
• Remaining current with company policies, procedures, and processes.

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

• The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
• Customer service professionals.
• Effective time-management skills - We are a fast-paced, evolving environment.
• Ability to deal with a wide variety of personalities in a professional manner.
• Positive relationship builders.
• Those who can work independently or within a team.
• People who assume responsibility and take ownership.
• Knowledge of Canadian retirement products is preferred but not required.

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 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 recruitment@manulife.com.

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.