Tax Operations Representative

Manulife; Montreal; Hybrid; CAD 52,000 - 87,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Mental health support

Life insurance

Retirement plans

Paid time off

Job summary

Manulife in Montreal seeks a bilingual Tax Operations Representative to handle advisor and customer inquiries regarding individual insurance taxation in a fast-paced hybrid environment. The role requires strong technical abilities and empathy to support clients in both French and English.

Reporting to the Manager of Tax Operations, you will collaborate with the tax team and internal stakeholders, ensure high-quality service, and meet daily SLAs while navigating multiple systems.

Qualifications

• Minimum 3 years in a fast-paced customer service role
• Ability to navigate multiple computer systems and software applications
• Fully bilingual in French and English to support clients from various jurisdictions

Responsibilities

• Provide exceptional customer service to policyholders, agents, and collaborators in French and English via outbound calls and emails
• Respond to inquiries, assess issues, and deliver proactive solutions
• Meet daily service level agreements with high accuracy
• Demonstrate emotional intelligence to build positive relationships with customers and advisors
• Support the Tax team with additional tasks and initiatives as assigned

Skills

Customer service

Bilingual (French/English)

Technical skills

Adaptability

Communication skills

Tools

Excel

Job description

The Tax Operation team is seeking a Bilingual Tax Operations Representative to join our dynamic team. The ideal candidate will thrive in a fast-paced environment, possess strong technical abilities, and demonstrate agility in handling customer inquiries. Our team values empathy and seeks individuals who are passionate about helping others. We believe in empowering employees to take initiative and grow within the company.

In our operations team, we love working together and learning from each other, all while serving customers with the highest level of dedication. That's why this role is a mix of in-office and remote work, with team members in the office on Tuesdays through Thursdays. This hybrid model not only supports work-life balance but also fosters collaboration and innovation, which are essential as we strive to grow the business.

Reporting to the Manager of Tax Operations, the incumbent of the position is primarily responsible for handling advisor and customer interactions—including both outbound calls and incoming inquiries—for transactions relating to individual insurance taxation with varying levels of complexity.

Position Responsibilities:

This role will be collaborating with various individuals within the tax team and internal stakeholders across Manulife. The role will involve a variety of tasks and functions including:

• Provide exceptional customer service to policyholders, agents, and other collaborators in both French and English languages through outbound calls and emails.
• Respond to customer inquiries, assess issues, and deliver detailed, proactive solutions.
• Meet daily service level agreements with high accuracy.
• Demonstrate emotional intelligence and understanding in all interactions to build positive relationships with customers and advisors.
• Contribute to the success of the Tax team by supporting additional tasks and initiatives as assigned.

Required Qualifications:

• Proven experience working in a fast-paced customer service environment. A minimum of 3 years of experience in a similar role is preferred.
• Self-started with ability to work with minimal direct supervision.
• Strong technical skills and ability to navigate multiple computer systems and software applications.
• Ability to learn and understand basic Tax concepts.
• Ability to shift quickly and adapt to change.
• Ability to work in a fast-paced environment.
• Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Preferred Qualifications:

• Ability to learn new software/system applications quickly
• Demonstrates initiative, attention to detail, and decision-making skills
• Strong interpersonal skills and verbal and written communication skills
• Solid problem-solving skills
• Ability to respond positively and constructively to challenges and opportunities
• Organizational skills and ability to multitask
• Consistently responds to challenges and opportunities in a positive and productive manner
• Proficient in Excel (ability to do Pivot tables, VLOOKUPs, sorting and handling large amounts of data)
• Consistently meet or exceed productivity, quality and service standard objectives.
• Multi-task and prioritize daily to maintain workload and to address urgent/rush cases.
• The versatility to do many different types of work within the business area.
• Consistent demonstration of flexibility and adaptability in a rapidly changing environment.
• Confidently communicate (written or phone) with internal, external clients, sponsors, agents and brokers in a courteous and professional manner
• Routinely demonstrate ownership and accountability of all re‑quests in a proactive rather than reactive manner.

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.

Acerca de Manulife y John Hancock

Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .

Manulife es un empleador que ofrece igualdad de oportunidades

En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a [e-mail] .

Referenced Salary Location

CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest

Modalidades de Trabajo

Híbrido

Salary range is expected to be between

$51,975.00 CAD - $86,625.00 CAD

Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a [e-mail] para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con [e-mail] para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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