Advisor Support Analyst

Advisor Support team is looking for an Advisor Support Analyst to join our team. As a member of our team within the Manulife Wealth organization you will be working closely with the advisors and their support staff to resolve service-related escalations and assist in process related inquiries. Working with Account Managers and partners across Operations, you will provide a consistent, and powerful client and advisor experience.

**Position Responsibilities**:

- Act as the main contact for resolving service-related escalations, by thoroughly investigating advisor inquiries (written and verbal)

- Support Advisor inquiries within the expected turnaround times, engaging with internal teams and/or with Fidelity Clearing Canada as the carrying broker, as needed

- Provide outstanding customer experience, accurately and professionally

- Effectively use multiple administrative systems to investigate escalations

- Analyze complex issues to find appropriate resolution while mitigating risk to the company

- Ability to review and interpret more complex scenarios, reviewing policies and procedures and effectively communicating these for an improved understanding

- Work well with internal and external partners throughout investigation and recommended resolution

- Support, develop and maintain strong collaboration with business units

- Ability to manage conflict, and to deal with differing opinions in a professional manner

- Identify/report business risks to the leadership team, including identify training opportunities and the utilization of our tools and methodologies to allow us to meet our established service level agreements

- Profiling issues to business area, in a proactive approach to mitigate further escalations and risk

- Work with leaders on volume trend analysis, identifying trends and raising it to leaders to action

- Ability to organize, prioritize and commit to deadlines

- Raise any issues and administration incidents to leadership

- Provide support to team through knowledge sharing and quality control measures

- Managing time effectively within a high volume and fast paced work environment

- Ability to travel, 10% of the time

**Required Qualifications**:

- The customer service profession isn’t new to you. You’ve spent at least 3 years growing your knowledge, skills and experience in this line of work and you have a clear track record of success in delivering excellent service in a fast paced, professional environment

- You have top notch communication skills and can communicate complex ideas in a manner that can be easily understood

- You learn FAST. You pick up new ideas, concepts, technologies, and tools easily

- You have an approachable style that just makes people want to work with you - and that helps build great relationships between other people and groups

- You demonstrate accountable behaviours - you take initiative, and show ownership in everything you do

- You can adapt to change, and even embrace it

- You successfully manage competing priorities like a champion

- You maintain your composure and best-self during challenging times or challenging interactions

- You’re comfortable driving solution progress forward - even when your team doesn’t have all the answers yet. Dealing with the unknown and uncertain is no big deal for you

- You’re a capable and innovative problem-solver using sound judgement to make business decisions that drive results and solve customer problems

- You don’t like to stand by when you notice that there’s something that could work better for your team or Manulife. You want to improve things - and you do something about it

- You know how to build successful relationships with your coworkers - whether they are sitting across the table from you - or across the country.

- You realize that the need to continue to learn and invest in your own development is a never-ending journey

**Preferred Qualifications**:

- Background in a financial services industry

- Background in customer service

- Understanding of Investment products available to Canadian Investors (eg. RRSP, RRIF)

**When you join our team**:

- We’ll empower you to learn and grow the career you want.

- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

- As part of our global team, we’ll support you in shaping the future you want to see.

**About Manulife and John Hancock**

**Manulife is an Equal Opportunity Employer**

**Referenced Salary Location**

Oakville, Ontario-
**Working Arrangement**

Hybrid

**Salary range is expected to be between**

$61,350.00 CAD - $102,250.00 CAD

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