Bilingual Planright Support Agent
2 weeks ago
**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**
**Working Arrangement**
Hybrid
Our PlanRight Support team assists members who have Group Retirement plans with transactions and questions on their investments, such as, fund direction and fund changes, investment management fees, rates of return and the impact of fund rationalizations, information on GRIP (Group Retirement Income Plans) plans including payment schedules, unscheduled withdraws and unlocking. This is a full-time position, 37.5 hours per week between the hours of 9:00 am and 5:00 pm EST Monday to Friday.
Individual Accountabilities:
- Handling inquiries by phone from customers to review facts on investments available and assist in making fund directions and fund changes
- Providing outstanding customer experience accurately and professionally
- Reviewing GRIP plans, payment schedules and unscheduled payments
- Review of LIF unlocking inquiries
- Review of investment management fee questions
- Meeting productivity and quality objectives established by the department as well as Customer Experience Call Audits
- Generate referrals and new sales opportunities for our PlanRight sales teams
Key Shared Accountabilities:
- Management of the inbox and cases that are assigned to the team
- Completion of transfer in requests for former Standard Life accounts
Job Requirement’s
- Post-secondary education
- 1-2 years of Financial Services experience, preferably in phone
- Canadian Securities Course or IFIC is an asset
- Bilingual
- Passion for helping people on a one-on-one basis
- Advanced listening and customer service skills
- Ability to consult with all customers
- Ability to adapt to the evolving needs of the business
- Strong analytical and problem-solving skills
Background and Experience:
- Previous customer service experience
- Punctuality and attendance is critical
- Great attitude and high energy
- Effective listening skills and empathy
- Ability to understand questions and/or to probe for additional information or clarification to gain understanding (attention to detail)
- Able to work in a very structured, fast-paced environment
- Teamwork and collaboration
Assets (preferred but not necessary):
- Background in a financial services industry
- Understanding of Investment products available to Canadian Investors (eg. RRSP, RRIF)
- Knowledge of segregated funds
M-CA-IN-CM
**About John Hancock and Manulife**
**Manulife is an Equal Opportunity Employer
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