Bilingual Client & Account Analyst

Manulife/John Hancock; Montreal (administrative region); Hybrid; CAD 46,000 - 77,000; Full time

Job summary

Manulife/John Hancock in Montreal, QC is seeking a Client Account Representative for the GRIP team. You will process member level transactions for Group Retirement products with accuracy and timeliness, while maintaining privacy and applying plan rules and regulations.

The role emphasizes attention to detail, strong communication, and the ability to adapt to changing priorities in a remote, hybrid environment.

Qualifications

• University Degree or College Diploma completion in a related field.
• Proficiency in Microsoft Excel and Word.
• Bilingual in French & English is required to support clients from various jurisdictions outside of Quebec.
• Excellent written and verbal communication skills in both English and French.
• Ability to responsibly manage sensitive information.
• Understanding of Group Retirement Services, pension legislation, Manulife systems such as AWD and MPS is an asset.
• Accounting & Financial foundation is an asset.
• Comfortable working in a remote virtual environment with team members around the globe.
• Ability to multi-task and respond quickly to changing priorities.

Responsibilities

• Process financial and non-financial transactions for market related retirement savings plans in accordance with legislation, plan rules and instructions under the applicable policies
• Gatekeep shared email inboxes as needed, with accuracy and efficiency
• Support team members by following internal processes to request specialized reporting as needed
• Take ownership of members' requests and provide information, explanations on policy related enquiries within prescribed deadlines
• Exercise judgement in the selection and interpretation of data
• Learn and effectively execute various tasks performed within the team to support high volume periods
• Provide high-quality service to our internal and external clients through accurate and timely fulfillment of requests
• Identify opportunities to gain efficiencies in internal processes
• Strict adherence to our privacy and confidentiality guidelines
• Commitment to supporting our organization's Equity, Diversity, and Inclusion efforts
• Develop and maintain a high level of knowledge on pension legislation, administrative matters, and technologies

Skills

Bilingual (French & English)

Excellent written and verbal comms

Time management

Attention to detail

Handling sensitive information

Customer service mindset

Education

University Degree or College Diploma in a related field

Tools

Microsoft Excel

Microsoft Word

AWD

MPS

Job description

The GRIP - Group Retirement Income Plan Team is looking for a dynamic, dedicated, and self-motivated addition to our team who strives to meet Client and Customer Service expectations. An important part of the GRIP processing team, our Client Account Representatives are responsible for processing member level transactions mainly for the GRIP products. In this role, you will fulfill varied tasks as requested, to help ensure service excellence to our Group Retirement Services clients. This role is very administrative in nature, requiring keen attention to detail, ability to respond to changing priorities, and very strong communication, time management, and organizational skills.

Position Responsibilities

• Process financial and non-financial transactions for market related retirement savings plans in accordance with legislation, plan rules and instructions under the applicable policies
• Gatekeep shared email inboxes as needed, with accuracy and efficiency
• Support team members by following internal processes to request specialized reporting as needed
• Take ownership of members' requests and provide information, explanations on policy related enquiries within prescribed deadlines
• Exercise judgement in the selection and interpretation of data
• Learn and effectively execute various tasks performed within the team to support high volume periods
• Provide high-quality service to our internal and external clients through accurate and timely fulfillment of requests
• Identify opportunities to gain efficiencies in internal processes
• Strict adherence to our privacy and confidentiality guidelines
• Commitment to supporting our organization's Equity, Diversity, and Inclusion efforts
• Develop and maintain a high level of knowledge on pension legislation, administrative matters, and technologies

Required Qualifications

• University Degree or College Diploma completion in a related field
• Proficiency in the Microsoft Excel and Word

Preferred Qualifications

• Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
• Confidence and professionalism in interactions with internal and external customers
• Excellent written and verbal communication skills in both English and French
• Ability to responsibly manage sensitive information
• Understanding of Group Retirements Services, pension legislation, Manulife systems and applications such as AWD and MPS is an asset
• Accounting & Financial foundation is an asset
• Comfortable working in a remote virtual environment with team members around the globe
• Ability to multi-task and respond quickly to changing priorities

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. #LI-HYBRID The role being advertised is an existing vacancy. 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 recognition. Recent awards include: 2026 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2025 Financial Times World’s Best Employers Asia-Pacific 2026 We’ve been recognized as one of Canada’s Top 100 Employers 2026 #1 Life Insurer for AI Maturity by Evident 2026 Our ambition is to be the number one choice for customers. Learn more at https://www.manulife.com/.

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 [e-mail].

Referenced Salary

Location Montreal, Quebec. Working Arrangement Hybrid. Salary range is expected to be between $45,900.00 CAD - $76,500.00 CAD. 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 [e-mail] 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 [e-mail] 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.