Spanish Participant Services Representative

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**

Are you passionate about working with customers, building relationships, and being part of a growing business? Then we would love to have you join our Retirement Services Team as a Bilingual Spanish **Participant Services Representative **

With the customer as the main focus, this role will take a proactive approach to every customer interaction, to ensure a high-quality Manulife/John Hancock experience. This role is primarily accountable for handling increasingly complex client service requests at initial point of contact for our **US retirement clients **. It is a client servicing role with the responsibility to provide information and insight on retirement products the member/policy holder may have ( **401k retirement plan) **, typically related to coverage, benefits payments, follow up on outstanding information requests or policy features.

This is a **Hybrid **opportunity with requirement to be in the Halifax office 2 days per week (Tuesday/Wednesday). As we are servicing US clients, the department will remain open during **Canadian statutory holidays **, which employees cover on a rotational basis.

**Responsibilities**
- Manage a call queue, fielding approximately 30-40 inbound calls per day regarding client inquiries on insurance/investment policies and claims.
- Assist customers with the completion of appropriate forms and other policy requirements.
- Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues to improve the service experience.
- 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 processes.
- Meet expectations relative to productivity, accuracy, and service excellence.
- Process transactions on behalf of clients if/when required.
- Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines.
- Identify opportunities and make recommendations to improve operational processes and practices.

**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**
- Background in customer service or administration (2-5 years is ideal).
- Excellent communications skills, both verbal and written ( **Spanish bilingualism is an asset **).
- Confidence to deal with unclear/unfamiliar expectations from clients.
- Managing time effectively within a high volume and fast paced work environment, including the ability to work through multiple cases simultaneously in a timely manner.
- Able to deal with differing opinions and personalities in a professional manner.
- Ability to build positive relationships between customer/company.
- Ability to work independently or with mínimal direction, within a team.
- Assuming responsibility and taking ownership until resolution.
- Knowledge of our business policies, procedures, and concepts.
- Post-secondary education with industry certification is preferred or equivalent work experience.
- Knowledge of 401k or pension plans is an asset.

**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 benefit