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HR Contact Centre Representative

3 months ago

Montreal, Quebec, Canada Manulife Full time

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

The opportunity


Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference and a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.


The North American Human Resources Contact Center AskHR Team has a career opportunity for a customer service oriented individual to join our collaborative and dynamic team.


Responsibilities:

  • Educate customers at every opportunity on rationale behind policies and Manulife HR selfservice tools.
  • Maintain updated knowledge of Manulife's HR policies, programs and procedures
  • Identify streamlining opportunities for continuous improvement
  • Identify trends and patterns of client questions or issues, initiate improvement suggestions or escalate to the appropriate person/department
  • Use the call tracking system to track call received Work hours will be rotating shifts between 8am and 5pm Monday-Friday, overtime maybe required on occasion.

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

  • Experience within a call center environment is an asset
  • Bilingual in English and in French
  • Understanding of Human Resource policies, procedures and tools is an asset
  • Highcomfort working in a fastpaced, highvolume, and everchanging environment
  • Exceptional technical capabilities, including computer skills, callcenter technologies & intranet navigation
  • Superior customer service experience and skills
  • High level of phone confidence and professionalism in interaction with customers
  • Excellent verbal & written communication skills in English and French is required
  • Ability to multitask, prioritize and meet timelines
  • Ability to handle sensitive and complex information
  • Solid team player
  • Ability to be resourceful, strong research skills
LI-Hybrid

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 worklife balance. Professional development and leadership opportunities.

Our commitment to you

  • Valuesfirst 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

Salary & Benefits
The annual base salary for this role is listed below.

Primary Location
Montreal, Quebec

Salary range is expected to be between
$43,800.00 CAD - $73,000.00 CAD

Manulife offers eligible employees a