Bilingual Retention Agent

5 months ago

Ottawa, 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**

Remote

Do you have the drive to succeed? Do you want to be part of a fast-paced, dynamic, and professional team that is focused on our customers? Then this opportunity is for you We offer a competitive salary with an annual performance incentive, and daily opportunities to create positive customer experiences.

As a **Bilingual **Licensed Retention Agent **, you are responsible for maintaining positive and effective relationships with both our customers and internal stakeholders by providing excellent service & retention efforts. This is a unique opportunity for those with the right skills to obtain an LLQP license should you not already have this requirement. Manulife will cover the cost of an accredited education provider for the Harmonized LLQP course, as well as the exam and licensing fees.

**Must be flexible**:

- shifts are between the hours of 8:00 am - 8:00 pm EST, Monday to Friday

**What will you be doing?**
- Handling both inbound/outbound conservation calls
- Accurately recording customer feedback in an online system
- Meeting Retention and quality measures on a monthly, quarterly, and annual basis
- Regularly communicating with customers both orally and in writing
- Supporting various marketing/sponsor campaigns and customer win-back programs
- Escalating issues, concerns, and trends to the Retention Supervisor

**Education and Experience**:

- Experience in a customer service/ sales and/or retention role with contact centre experience is preferred
- Financial Service experience
- Post-secondary degree is an asset; however, equivalent business experience is strongly considered
- Knowledge of Financial Services or Insurance is an asset

**Skills and Attributes**:

- Ability to work in an open office environment or remotely while managing multiple day-to-day tasks
- Demonstrated ability to persuade and negotiate through consultation over the phone and possess active listening skills
- An aptitude to navigate multiple programs at the same time while speaking with customers. This includes an ability to learn internal systems along with a proficiency in MS Office, Outlook, Internet Explorer and Google Chrome
- Attention to detail in gathering and accurately recording all customer information
- Proven problem resolution and conflict management skills to ensure an effective solution is reached for our customers
- Bilingual in English & French

What is in it for you effective your start date? We offer a salary with an annual performance incentive, comprehensive benefits package, training and ongoing coaching and corporate support. Opportunities at Manulife cover a wide range of geographies, demographics and products. This opportunity offers a long-term professional career path with a focus on the needs of our customers.

LI-Remote

M-CA-IN-CM

**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**

Ottawa, Ontario

**Salary range is expected to be between**

$41,925.00 CAD - $69,875.00 CAD

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

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