Customer Support Analyst

The Opportunity

The Customer Support Analyst is responsible for providing the highest quality of service to our Financial Advisor community and to our internal partners in Global Wealth and Asset Management. This role will handle service requests/issues, follow-up items, and work closely with internal partners from the New Business, National Accounts, Relationship Managers, Sales, and Pricing teams.

Key Responsibilities

• Resolve NIGO (not in good order documentation) which may involve a call out to external advisors to resolve pending issue with their request.
• Handle and provide support to 1-800 call queue to answer external advisor and internal queries, provide information, education and follow-up support.
• Support for MS Outlook mailbox to answer external advisor and external/internal Licensing & Compensation queries, provide information, education, and follow-up support.
• Provide service and support for the RPS financial advisor community on licensing and compensation-related queries and transactions.
• Ensure positive relationships are maintained with advisors and internal partners while delivering professional and trusted service.
• Identify trends and patterns of client issues, and escalate to management.
• Provide support and collaboration between all sites of Advisor Support (Advisor Support Offshore - Philippines, Toronto, and Halifax).
• Work within tight deadlines and react to customer issues with a sense of urgency.
• Understand multiple systems and ability to adapt to changes with our technology and processes.
• Participate in ongoing training and education to remain current on product, industry, service, and administrative changes.
• Provide accurate client administration by processing standard financial and accounting entries and transactions accurately and in a timely manner.
• Actively work to identify and correct semi-complex to complex issues, resolve complaints and concerns by coordinating with other staff and departments as required.

Additional Responsibilities

• Act as a resource person for policies and procedures, workflows, systems functionality, system issues and complex corrections and practices.
• Conduct research (if needed) to resolve a case.
• Assist in quality checking as needed.
• Assist in monitoring work volume.
• Assist in new hire training as needed and acts as a mentor for new hires.

How will you create impact?

The employee will be part of the Advisor Support Team where they will work with both external and internal customers providing world class customer service. This world-class service will help the company to continue to be a preferred partner that Plan Sponsors/Advisors and Third Party Administrators look to collaborate with to provide the sought out expertise that clients seek.

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

• College or University graduate or with 2+ years of previous BPO experience.
• Proven strength in obtaining or providing information in situations which require tact, subtlety or persuasion when taking care of frustrated or uncooperative clients and/or key partners.
• Strong attention to detail with the ability to identify inconsistencies and errors.
• Exceptional Communication - Expresses ideas and shares information clearly and concisely, modifies approach as necessary and conveys compelling messages and builds (rational/emotional) connection with others.
• Collaboration - Fosters productive working relationships to produce superior solutions, build beneficial networks, and achieve collective business goals.
• Adaptability - Effectively adapts and supports integrated change to achieve desired results; champions an environment that motivates and inspires necessary action with confidence during times of change. Ability to remain calm under pressure.
• Executing with Excellence - Sets challenging objectives and is focused on achieving results that are aligned with the organization’s vision; pursues excellence in planning and delivering sustainable results.
• Continuous Self-Improvement - Recognizes one’s strengths and limitations, establishes personal growth goals and pursues self-development opportunities.

Note for Internal Candidates

• Must have at least one-year tenure in current position
• Should not have any attendance issues or any disciplinary action
• Meet job expectations and pass all performance metrics in their current role

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.

#LI-JH

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.