Bilingual Retention Agent

Do you have the drive to succeed? Do you want to be part of a fast-paced, dynamic, and professional team that is focused on our customers? Then this opportunity is for you! We offer a competitive salary with an annual performance incentive, and daily opportunities to create positive customer experiences.

As a Protection Solutions Licensed Retention Agent, you are responsible for maintaining positive and effective relationships with both our customers and internal stakeholders by providing excellent service & retention efforts. This is a unique opportunity for those with the right skills to obtain an LLQP license should you not already have this requirement. Manulife will cover the cost of an accredited education provider for the Harmonized LLQP course, as well as the exam and licensing fees.

Must be flexible - shifts are between the hours of 8:00 am - 8:00 pm EST, Monday to Friday

What will you be doing?

• Handling both inbound/outbound conservation calls

• Providing advice, needs analysis, and completing sales applications and/or cancellations

• Accurately recording customer feedback in an online system

• Meeting Retention and quality measures on a monthly, quarterly, and annual basis

• Regularly communicating with customers both orally and in writing

• Supporting various marketing/sponsor campaigns and customer win-back programs

• Escalating issues, concerns, and trends to the Retention Supervisor

As our ideal candidate, you add value in your ability to communicate effectively with people. You have a high-energy level and a desire to become part of a globally dynamic organization offering long-term career opportunities.

Required Qualifications:

• Experience in a customer service/ sales and/or retention role with contact centre experience is preferred

• Financial Service experience

• Post-secondary degree is an asset; however, equivalent business experience is strongly considered

• Knowledge of Financial Services or Insurance is an asset

• Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Preferred Qualifications:

• Ability to work in an open office environment or remotely while managing multiple day-to-day tasks

• Demonstrated ability to persuade and negotiate through consultation over the phone and possess active listening skills

• An aptitude to navigate multiple programs at the same time while speaking with customers. This includes an ability to learn internal systems along with a proficiency in MS Office, Outlook, Internet Explorer and Google Chrome

• Attention to detail in gathering and accurately recording all customer information

• Proven problem resolution and conflict management skills to ensure an effective solution is reached for our customers

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

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 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. Please contact recruitment@manulife.com for additional information.

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.