Customer Service Representative

2 weeks ago

Halifax, Nova Scotia, Canada Company 1 - The Manufacturers Life Insurance Company Full time

About the Role

We are seeking a highly skilled and customer-focused individual to join our PlanRight Support team as a Customer Service Representative. In this role, you will be responsible for providing exceptional customer service to our members who have Group Retirement plans.

Key Responsibilities

  • Handle inbound and outbound customer inquiries to provide education and guidance on investment management fees, rates of return, and fund rationalizations.
  • Gather and accurately record customer information to meet compliance and privacy needs.
  • Provide a positive customer experience through accurate and professional communication.
  • Position the full value of advice to make successful referrals to Wealth and Retirement advisors.
  • Triage existing leads to effectively handle immediate needs or position a warm introduction to Wealth and Retirement advisors.
  • Process service-related needs for clients.
  • Meet productivity and quality objectives established by the department.
  • Meet service level agreements on activities related to Welcome calls.
  • Stay up-to-date on changes in legislation, product, and administrative processes.

Requirements

  • Post-secondary education in finance, business, or a related field.
  • 1-2 years of experience in the financial services industry, preferably in phone-based customer service.
  • Canadian Securities Course or IFIC is an asset.
  • Bilingualism in English and French.
  • 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.

What We Offer

  • A competitive salary and benefits package.
  • 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 a strong work-life balance.
  • Professional development and leadership opportunities.

About Us

Company 1 - The Manufacturers Life Insurance Company is a leading international financial services group that helps people make their decisions easier and lives better. 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. We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

Our Commitment to You

  • We lead with our Values every day and bring them to life together.
  • We create opportunities to learn and grow at every stage of your career.
  • We invite you to help redefine the future of financial services.
  • We foster an inclusive workplace where everyone thrives.
  • We build a business that benefits all collaborators and has a positive social and environmental impact.

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