Bilingual Financial Education Specialist

Manulife group; Montreal; Hybrid; CAD 53,000 - 88,000; Full time

Benefits offered by this job

Health benefits

Pension plan

Paid time off

Job summary

Manulife Montréal is seeking a PlanRight Support specialist to assist members with Group Retirement plan questions, guidance, and education via phone, email, and CRM tools. The role operates 9:00 am–5:00 pm, Monday to Friday, for 37.5 hours per week, in a hybrid environment.

You will educate clients, facilitate referrals to Wealth & Retirement advisors, and triage leads while adhering to compliance requirements and delivering professional customer service.

Qualifications

• 1-2 years of Financial Services experience, preferably in phone
• Passion for helping people on a one-on-one basis
• Advanced listening and customer service skills
• Ability to consult with all customers
• Strong analytical and problem-solving skills; ability to adapt to evolving needs
• Bilingual (French & English) is required; communicate in English and French to support clients outside Quebec

Responsibilities

• Handle inbound, outbound and email databases to provide education to members seeking guidance or advice
• Gather and accurately record all customer information required to meet compliance and privacy needs within CRM tool
• Provide customer experience accurately and professionally
• Position full value of advice to make referrals to Wealth & Retirement advisors
• Triage leads to position a warm introduction to Wealth & Ret advisor as needed
• Process service-related needs for clients
• Meet productivity and quality objectives and call audits
• Meet service level agreements on Welcome calls
• Stay informed on changes in legislation, products and processes
• Handle advisor toll-free line

Skills

Financial Services

Customer Service

Bilingual French English

CRM knowledge

Phone-based support

Education

Finance or Business degree

Tools

CRM systems

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 teams operating hours are between 9:00 am to 5:00 pm, Monday to Friday, 37.5 hours per week.

Position Responsibilities:

• Handle inbound, outbound and email databases to provide education to members seeking some form of guidance or desire for advice
• Gather and accurately record all customer information required to meet compliance and privacy needs within CRM tool
• Providing customer experience accurately and professionally
• Ability to position full value of advice in order to make successful referrals to the Wealth & Retirement advisors
• Ability to triage existing lead to effectively handle immediate needs or position a warm introduction to Wealth & Ret advisor, as needed
• Ability to process service-related needs for clients
• Meeting productivity and quality objectives established by the department as well as call audits
• Meet service level agreements on activities related to Welcome calls
• Proactively staying abreast of changes in legislation, product, and administrative processes
• Handle advisor toll free line

Required Qualifications:

• 1-2 years of Financial Services experience, preferably in phone
• Passion for helping people on a one-on-one basis
• Advanced listening and customer service skills
• Ability to consult with all customers
• Ability to adapt to the evolving needs of the businessStrong analytical and problem-solving skills
• Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French to support clients from various jurisdictions outside of Quebec.

Preferred Qualifications:

• Post-secondary education in finance, business or related field
• Background in a financial services industry
• Canadian Securities Course or IFIC is an asset
• Understanding of Investment products available to Canadian Investors (eg. RRSP, RRIF)
• Knowledge of segregated funds

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.

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 [e-mail].

Referenced Salary Location

Montreal, Quebec

Working Arrangement

Hybrid

Salary range is expected to be between

$52,650.00 CAD - $87,750.00 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.