Bilingual Bank Client Services Administrator

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**Job Summary**:
The Client Services, Financial team is responsible for managing the Bank's in-force accounts and requests for money movement, bank clearing functions and closing of accounts. This includes deposit accounts (business and personal), mortgage accounts, legal documents, GICs, TFSAs, RRSPs, RRIFs, incoming/outgoing wires and both investment and RRSP loans. This team also handles our Premier Client Group and other High Net Worth requests.

This team is a dedicated group of individuals with a strong customer focus accountable for managing inquiries, communications (telephone and written responses) and processing for all inforce Manulife Bank accounts. Partnering with a Manila processing team (who manage the routine intake and processing of work), this team works closely with financial advisors and their clients to facilitate non-routine transactions. They also provide knowledgeable support to our National Account/Corporate Account back office business partners, Service Centre partners, FSST team and other Manulife business units.

**Key Accountabilities**:

- Accountable for all not in good order (NIGO) and complex transactions for in force accounts while working within prescribed accuracy, productivity and service level agreements (SLAs).
- Follow CPA rules, AML guidelines and Bank regulations to mitigate risk to the Bank
- Ensure enhanced due diligence is applied for Related Parties, Politically Exposed People, and High Risk clients
- Respond to inquiries from advisors, back office and clients for NIGO requirements, facilitating the situation until resolution. Relationship management is key, through communication and responses to advisors and clients on NIGO requirements.
- Ensure work is prioritized and managed efficiently throughout the day as the majority of transactions must be completed same day.
- Empowered to make decisions on exception requests when it is in the best interest of both the client and business, using sound risk assessment.
- Make recommendations for process improvements
- Participate in Operational Risk Reviews for the functions within Client Services Financial and support in the implementation of action plans to address areas of risk.
- Flexibility to work overtime during peak seasons and in high volume situations
- Consistently meeting Quality scores of 98%.

**What we are looking for**
- Bachelor's Degree Preferred
- 2-4 years previous industry or customer-centric service experience preferred
- Proficiency in Microsoft Word and Excel
- Ability to work independently in a fast-paced environment
- Demonstrated passion for providing customer centric solutions
- Knowledge of geography specific financial, securities, and tax regulations

**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 benefits all stakeholders and has a positive social and environmental impact.

**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer**

**Salary & Benefits**

The annual base salary for this role is listed below.

**Primary Location**

CAN, Ontario, Waterloo, 500 King Street North

**Salary range is expected to be between**

$41,025.00 CAD - $68,375.00 CAD

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