Agent(e) d’assistance BienPlanifier (Bilingue)

Company 1 - The Manufacturers Life Insurance Company; Montreal; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading company in financial services is seeking a customer support representative to assist members with their Group Retirement plans. The role involves providing professional customer service, handling inquiries, and ensuring compliance with standards. Ideal candidates will have a background in finance and strong bilingual communication skills.

Qualifications

• 1-2 years of experience in Financial Services, preferably in a phone-based role.
• Canadian Securities Course or IFIC certification is an asset.
• Passion for helping people one-on-one.

Responsibilities

• Handle inbound, outbound, and email inquiries to provide education and guidance.
• Gather and accurately record customer information in CRM.
• Meet productivity and quality objectives, including call audits.

Skills

Customer service

Listening

Analytical skills

Problem-solving

Bilingual communication

Education

Post-secondary education in finance, business, or related field

Job description

Our PlanRight Support team assists members who have Group Retirement plans with transactions and questions on their investments, such as fund direction and fund changes, investment management fees, rates of return, and the impact of fund rationalizations. The team's operating hours are between 9:00 am to 5:00 pm, Monday to Friday, 37.5 hours per week.

Job responsibilities:

1. Handle inbound, outbound, and email inquiries to provide education and guidance to members seeking advice.
2. Gather and accurately record all customer information required to meet compliance and privacy standards within our CRM system.
3. Provide professional and accurate customer service.
4. Effectively communicate the full value of advice to facilitate referrals to Wealth & Retirement advisors.
5. Triages existing leads to address immediate needs or introduce clients to Wealth & Ret Advisors as appropriate.
6. Process service-related needs for clients efficiently.
7. Meet productivity and quality objectives, including call audits and service level agreements for welcome calls.
8. Stay informed about changes in legislation, products, and administrative processes.
9. Handle calls on the advisor toll-free line.

What motivates you?

• You obsess about customers, listen, engage, and act for their benefit.
• You think big, curious to discover ways to use your agile approach to enable business outcomes.
• You thrive in team environments and enjoy collaborative achievement.
• You take ownership and focus on building solutions that matter.
• You do what is right, work with integrity, and speak up.
• You share your humanity, helping us foster a diverse and inclusive work environment.

What we are looking for:

• Post-secondary education in finance, business, or a related field.
• 1-2 years of experience in Financial Services, preferably in a phone-based role.
• Canadian Securities Course or IFIC certification is an asset.
• Passion for helping people one-on-one.
• Excellent listening and customer service skills.
• Ability to consult effectively with diverse customers.
• Adaptability to evolving business needs.
• Strong analytical and problem-solving skills.

The successful candidate must be able to communicate fluently in English and French to support clients from various jurisdictions outside Quebec.

Assets (preferred but not necessary):

• Background in financial services industry.
• Understanding of Canadian investment products (e.g., RRSP, RRIF).
• Knowledge of segregated funds.

Additional requirements include bilingual communication skills to support clients outside Quebec.