Bilingual Advisor Support Analyst

Bilingual Advisor Support Analyst – Manulife Wealth & Asset Management Advisor Support team seeks a dedicated Analyst to partner with advisors and support staff, resolving service‑related escalations and addressing process inquiries. You’ll collaborate with Account Managers and cross‑functional operations to deliver a consistent, high‑quality client and advisor experience in a fast‑paced environment. Position Responsibilities Act as the primary contact for resolving service‑related escalations, investigating advisor inquiries (written and verbal). Support Advisor inquiries within expected turnaround times, engaging with internal teams and Fidelity Clearing Canada as needed. Provide outstanding customer experience, accurately and professionally. Use multiple administrative systems to investigate escalations. Analyze complex issues to identify appropriate resolutions while mitigating risk to the company. Review and interpret complex scenarios, communicate policies and procedures clearly. Collaborate with internal and external partners throughout investigations and resolution recommendations. Develop and maintain strong collaboration with business units. Manage conflict and address differing opinions professionally. Identify and report business risks to leadership, including training opportunities and tool utilization to meet SLA. Profile issues to business areas proactively to reduce escalations and risk. Analyze volume trends, identify patterns and raise findings to leadership for action. Organize, prioritize, and meet deadlines. Raise issues and administration incidents to leadership. Share knowledge and support quality control measures within the team. Manage time effectively in a high‑volume, fast‑paced environment. Travel as required (10% of the time). Required Qualifications Minimum 3 years of customer service experience with a proven track record in delivering excellent service. Exceptional communication skills; able to convey complex ideas clearly. Fast learner who quickly adopts new ideas, technologies, and tools. Proficient with Manulife Wealth applications and communication tools. Approachable style that fosters strong relationships across diverse groups. Accountable, initiative‑driven, and ownership‑mindset. Adaptable to change and responsive to evolving priorities. Ability to manage competing priorities effectively. Calm and composed during challenging interactions. Drive solution progress forward even when answers are uncertain. Innovative problem‑solver using sound judgment to deliver results. Continuous improvement orientation; takes action to enhance processes. Strong relationship‑building skills with coworkers at all levels. Commitment to ongoing learning and development. Bilingual (French & English) required. Must communicate in both languages to support clients beyond Quebec. Preferred Qualifications Background in financial services industry. Background in customer service. Understanding of Canadian investment products (RRSP, RRIF, etc.). About Manulife & John Hancock Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. Learn more about us at https://www.manulife.com/en/about/our-story.html. Equal Opportunity Employer Manulife/John Hancock embraces diversity, fosters an inclusive work environment and commits to fair recruitment, retention, advancement and compensation. All hiring practices are conducted without discrimination on the basis of race, ancestry, place of origin, colour, ethnicity, citizenship, religion, sex, sexual orientation, gender identity, age, marital status, disability, veteran status or any other protected class. Reasonable accommodations are available in the application process. Location & Compensation Montreal, Quebec – Hybrid work arrangement. Salary range: $58,275.00 CAD – $97,125.00 CAD (actual salary varies by market and experience). Incentive programs and benefits include health, dental, vision, disability, life & AD&D, retirement plans, paid time off, and more. #J-18808-Ljbffr