This role offers an exciting opportunity to join Manulife’s Wealth Advisor Services team as a Customer Service Representative, where you’ll play a key part in delivering exceptional support for individual investment products. By ensuring accurate, empathetic, and professional service, you’ll help advance our mission of enhancing customer experiences and building trust with advisors and clients. In return, you’ll gain the chance to grow your career within a global organization that values learning, flexibility, and inclusion. This role offers a hybrid work arrangement designed to support work-life balance and team connection. In-office collaboration is expected from Tuesday through Thursday, with remote flexibility on other days. You must be available Monday to Friday between 8:00 a.m. and 8:00 p.m. EST to support the contact center opening hours. Position responsibilities: Handling of inquiries by phone from our customers and financial advisors regarding accounts, products and procedures. Providing an outstanding customer experience, accurately and professionally Provide comprehensive information to callers, resolving most queries on the first call by researching information on resource systems Meeting productivity and quality objectives established by the department as well as Customer Experience Call Audits Qualifications: Previous experience in customer service and financial services, with strong empathy and a commitment to enhancing customer experiences. Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec. Proficiency in navigating software and multiple applications, attention to detail, and ability to learn and apply new knowledge. to multitask, innovate, and work in a fast-paced, structured environment while accepting coaching feedback. Strong collaboration skills, punctuality, reliability, and a positive, high-energy attitude. Understanding of Canadian investment products (e.g., RRSP, RRIF) and a desire to grow within a dynamic global company. 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 Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html. Manulife is an Equal Opportunity Employer At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com. Working Arrangement Hybrid Salary & Benefits Salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. Please contact recruitment@manulife.com for additional information. Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions. We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.
