GWS Business Case Coordinator

The Guaranteed Wealth Solutions Case Co-Ordinator team, within Relationship Management, is seeking dynamic candidates, capable of working within a team of Specialists in Customer Service for individual Manulife Investment products.

Are you truly excited and motivated about helping customers? Always interested in looking at ways to improve the customer’s experience? Do you love to solve problems and look for alternative options? Then we’ve got a role for you!

This is a full-time position, 37.5 hours per week. Shifts are between the hours of 8:00 am to 5:00 pm, Monday to Friday.

Training on our phone system (Amazon Connect), our case tracking system (Salesforce) and our email management process is provided to the successful candidates.

A successful candidate must already be experienced with and have knowledge of all Manulife Segregated Fund Products, processes, product rules and requirements.
Successful candidates will be monitored to successfully meet established goals.

Position Responsibilities:

• Handling of inquiries by Email from our MGA and National account back offices, relating to our products and procedures.

• Providing outstanding customer experience, accurately and professionally.

• Provide comprehensive information to queries by researching information on resource systems.

• Promote, educate and support our customers with use of our online tools - OLT, eTrack, eDocs.

• Work within our published service standards for query resolution

• Build valuable and supportive relationships with back office partners

• Provide support to our Premier Case Coordination team, as required

• Work with our Relationship Management Consultants, when required, to ensure swift resolution

• Strong demonstrated professionalism, judgment and interpersonal skills

• Excellent organization and prioritization skills and time management to be able to multitask in a high volume rapidly changing work environment.

• Strong focus on teamwork and collaboration.

• Ability to assess risk regarding complex escalated complaints, provide recommendations, options, rationale and grant exceptions within department parameters, where applicable.

Required Qualifications:

• Knowledge of Manulife Investments Segregated Funds product is a requirement.

• Excellent verbal and written communication skills

• Previous Customer Service experience.

• Punctuality and Attendance is critical.

• Great attitude and high energy.

• Empathy.

• Always looking for ways to enhance the customer’s experience.

• Have a desire to make a difference in a customer’s experience.

• A desire to learn and grow in a dynamic global company.

• Technical knowledge.

• Navigation of software and multiple applications.

• Attention to Detail.

• Effective Listening Skills.

• Ability to understand questions and/or to probe for additional information or clarification to gain understanding.

• Questioning and Innovating.

• Ability to multi-task.

• Ability to learn and apply new knowledge.

• Able to work in a very structured environment.

• Teamwork and collaboration.

• Ability to work in a fast-paced environment.

• Able to accept regular coaching feedback and apply improvements suggested.

Preferred Qualifications:

• Background in the financial services industry.

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

• Ability to navigate multiple software applications.

• Knowledge of Manulife Investments GIC/GIA and Immediate Annuity products.

• 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.

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.

#LI-REMOTE

The role being advertised is an existing vacancy.

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 hr@manulife.com.

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

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 hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.