Bilingual Digital Desk Specialist

3 weeks ago

Quebec City, 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**

At Home

The Distributor Relations & Learning team is looking for a dynamic individual to act as a centralized point of contact for our advisors, marketing assistants and back-office support staff. Working in Relationship Management as a Bilingual Digital Desk Specialist, in this role you will deliver real time operations support and training that focuses on how users interact with our insurance digital tools. With our distributors as the focus, this role will take a professional approach to every distributor interaction, to ensure high quality, exceptional customer service and support.

This role is a key contributor to the overall strategy for learning in Insurance Operations.

**Responsibilities**
- Promote learning and build user confidence through problem solving, and education while building and maintaining strong relationships with our distribution network
- Acknowledge, manage, and respond to each request with the highest level of priority
- Consistently provide exceptional service to customers and non-customers by demonstrating the highest level of professionalism and empathy through active listening
- Support, develop and maintain strong collaboration with business units
- Identify opportunities to improve operational processes/practices and influence decisions by making recommendations to drive change in the organization and enhance the customer experience
- Use sound judgement and risk assessment when recommending exceptions outside of general practices
- Demonstrate out of the box thinking, challenge cumbersome processes, and be a promoter of change to improve customer experience

**Job Requirements**:

- Intake and ensure all distributor interactions are managed immediately with professionalism, sensitivity, courtesy, and accuracy, and within Manulife terms and policies by the appropriate teams.
- Work with autonomy and demonstrate ownership to assess risk regarding complex issues and provide recommendations
- Analyze complex situations and investigate using expert problem-solving skills to find appropriate and effective resolutions, including engaging other internal teams when necessary
- Identify and report systemic issues and root causes contributing to knowledge gaps and work with internal business partners to find solutions
- Use sound judgement and risk assessment when triaging calls
- Express the voice of the users and share data and insights to deliver proactive improvement recommendations to their learning experience
- Influence decisions by making recommendations and drive change in the organization to fix or improve tools/processes that will enhance the distributor and customer experience
- Organize, prioritize, and commit to aggressive deadlines, often working outside of normal working hours
- “Think Big” and demonstrate “outside the box” thinking to challenge cumbersome processes and opportunities for enhanced training
- Stay current with changes in tools and technology across insurance
- Stay current with company policies, share information and knowledge with other team members, and participate in team meetings, discussions, and other activities required to support the team and improve the quality and reputation of our operation
- Develop and maintain strong collaboration with all stakeholders; Learning & Development, New Business Case Coordination, DTSC, Insurance Sales team, and Contact Centre to facilitate full resolution
- Work with our Value Streams to ensure we are supporting growth and adoption, while building user confidence

**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**
- Post-secondary education with relevant experience or equivalent industry experience in the insurance/finance sector
- Previous experience in the life insurance industry would be considered an asset
- Minimum 2-year experience in a customer support role
- Can empathize with advisors and listen carefully
- Comfortable communicating directly with advisors
- Maintain procedural expertise and broad knowledge, staying up to dat

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