Bilingual Spanish Retirement Services Specialist (Hybrid)

Manulife; Toronto; Hybrid; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid work model

Flexible schedule

Inclusive culture

Job summary

Manulife is seeking a Customer Service Professional for the US Retirement Participant Center in Toronto. You will handle inbound calls from 401(k) participants, provide account information, process investment changes and transactions, update details, and assist with website navigation to help participants live easier and better lives.

This full-time hybrid role requires in-office presence three days a week (Tuesday, Wednesday & Thursday).

Qualifications

• Fluency in English and Spanish is required; strong written and spoken skills in both languages.
• At least two years of customer service experience, preferably in high-volume centers or financial services.
• Proven ability to build positive customer relationships and handle diverse requests.
• Strong digital aptitude; ability to guide customers through website and mobile app navigation.
• Excellent organization, prioritization, multitasking, and attention to detail.

Responsibilities

• Deliver exceptional service on approximately 30–40 inbound calls per day with professionalism and empathy.
• Process retirement account transactions, including changes, withdrawals, loans, and other requests.
• Explain retirement account information and plan provisions clearly to help customers understand options.
• Guide customers through forms and documentation, explaining incomplete submissions and next steps.
• Recommend customer-focused solutions and resolve issues at first contact where possible.
• Maintain current knowledge of policies and meet service standards for feedback, productivity, accuracy, and first-contact resolution.

Skills

English & Spanish

Customer service

Digital aptitude

Organization & multitasking

Communication skills

Education

Post-secondary education

Job description

Manulife is seeking a Customer Service Professional for the US Retirement Participant Center in Toronto. You will handle inbound calls from 401(k) participants, provide account information, process investment changes and transactions, update details, and assist with website navigation to help participants live easier and better lives.

This full-time hybrid role requires in-office presence three days a week (Tuesday, Wednesday & Thursday).