Bilingual Service Associate-2

2 months ago


Montréal QC, Canada Manulife Full time

The Investment Processing Services team in Manulife Investments Trust & Securities Services, GWAM, provides investors with quality operational services. These include the processing of financial and non-financial transactions, including trade acceptance, placement and settlement and preparing outbound phone/fax/mail communication to advisors and dealers. Our strong focus on customer service is reflected in our vision: to be an industry service leader by exceeding customer expectations through the strength of our people and technology.

**Responsibilities**
- Accurately handle increasingly complex client service requests at initial point of contact utilizing multiple administrative systems within the defined service standards
- Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendation to help develop and implement strategies to resolve the issues in order to improve the service experience.
- Identify and escalate exceptions with recommendations to appropriate resource
- Support on escalated cases as assigned and able to work effectively with business partners and leaders to resolve issues
- Identify opportunities and make recommendations to improve operational process and practices.
- Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service.
- Keep current with company policies, procedures and maintain processing knowledge
- Expectation of measures around accuracy and service excellence are met

**How will you create impact?**

This role is primarily accountable for processing and communications for all complex client requests for one or more product lines OR multiple transaction categories. Progress will be made towards full proficiency and sound business knowledge regarding all complex transaction types within these product lines.

**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**
- Customer service focus and skills with the ability to build positive relationships between customer/company and represent Manulife’s best interests.
- Commitment to achieving high levels of service excellence and ability to work independently or within a team and with mínimal direction
- Strong communications skills (verbal and written) in French and English.
- Analytical and problem-solving skills assuming responsibility and taking ownership until resolution
- Sound knowledge of our business policies, procedures and concepts
- Organizational/prioritization skills to be able to work in a multitasking environment
- Attention to detail
- Ability to work overtime consistently as required by business needs

**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.

**About Manulife and John Hancock**

**Manulife is an Equal Opportunity Employer**

**Primary Location**

Montreal, Quebec

**Working Arrangement**

Hybrid
**Salary range is expected to be between**

$43,800.00 CAD - $73,000.00 CAD

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short



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