Customer Support Analyst

6 months ago

Toronto, 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**

Hybrid

**The Opportunity**

The **Customer Support Analyst **is responsible for providing the highest quality of service to our **Financial Advisor community **and to our internal partners in **Global Wealth and Asset Management **. This role will handle service requests/issues, follow-up items, and work closely with internal partners from the New Business, National Accounts, Relationship Managers, Sales, and Pricing teams.

**Key Responsibilities**
- Resolve NIGO (not in good order documentation) which may involve a call out to external advisors to resolve pending issue with their request.
- Handle and provide support to 1-800 call queue to answer external advisor and internal queries, provide information, education and follow-up support.
- Support for MS Outlook mailbox to answer external advisor and external/internal Licensing & Compensation queries, provide information, education, and follow-up support.
- Provide service and support for the RPS financial advisor community on licensing and compensation-related queries and transactions.
- Ensure positive relationships are maintained with advisors and internal partners while delivering professional and trusted service.
- Identify trends and patterns of client issues, and escalate to management.
- Provide support and collaboration between all sites of Advisor Support (Advisor Support Offshore - Philippines, Toronto, and Halifax).
- Work within tight deadlines and react to customer issues with a sense of urgency.
- Understand multiple systems and ability to adapt to changes with our technology and processes.
- Participate in ongoing training and education to remain current on product, industry, service, and administrative changes.
- Provide accurate client administration by processing standard financial and accounting entries and transactions accurately and in a timely manner.
- Actively work to identify and correct semi-complex to complex issues, resolve complaints and concerns by coordinating with other staff and departments as required.

**Additional Responsibilities**
- Act as a resource person for policies and procedures, workflows, systems functionality, system issues and complex corrections and practices.
- Conduct research (if needed) to resolve a case.
- Assist in quality checking as needed.
- Assist in monitoring work volume.
- Assist in new hire training as needed and acts as a mentor for new hires.

**How will you create impact?**

The employee will be part of the **Advisor Support Team **where they will work with both external and internal customers providing world class customer service. This world-class service will help the company to continue to be a preferred partner that Plan Sponsors/Advisors and Third Party Administrators look to collaborate with to provide the sought out expertise that clients seek.

**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**
- College or University graduate or with 2+ years of previous BPO experience.
- Proven strength in obtaining or providing information in situations which require tact, subtlety or persuasion when taking care of frustrated or uncooperative clients and/or key partners.
- Strong attention to detail with the ability to identify inconsistencies and errors.
- **Exceptional Communication**:

- Expresses ideas and shares information clearly and concisely, modifies approach as necessary and conveys compelling messages and builds (rational/emotional) connection with others.
- **Collaboration**:

- Fosters productive working relationships to produce superior solutions, build beneficial networks, and achieve collective business goals.
- **Adaptability**:

- Effectively adapts and supports integrated change to achieve desired results; champions an environment that motivates and inspires necessary action with confidence during times of change. Ability to remain calm under pressure.
- **Executing with Excellence**:

- Sets challenging objectives and is focused on achieving results that are aligned with the organization’s vision; pur

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