Bilingual Customer Service Professional, Manulife Bank

Manulife; United States; Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Unlimited coffee

Flexible environment

Job summary

Manulife Bank Contact Center is seeking a bilingual Customer Service Representative (French & English) to deliver exceptional service to policyholders, agents and partners. You will handle inquiries via inbound calls, email and chat with a focus on accurate documentation and proactive solutions. This role features a hybrid model with in-office collaboration Tuesday to Thursday and remote work on other days. Shifts may run from 7:00 a.m.

to 11:00 p.m. ET on weekdays and 8:00 a.m. to 8:00 p.m.

Qualifications

• Bilingual (French and English) in verbal and written form.
• Experience in fast-paced customer service environments.
• Call center experience is a strong asset, especially in financial services.
• Ability to navigate multiple systems with ease.

Responsibilities

• Provide exceptional service to policyholders, agents and partners in French and English via calls, email, and chat.
• Handle high inquiries volume, analyze issues and deliver proactive solutions.
• Use advanced systems to document interactions accurately and resolve concerns.
• Demonstrate empathy to build trust and positive relationships.
• Stay informed about products, services and regulations to provide accurate information.
• Collaborate with colleagues and departments to resolve complex issues.

Skills

Bilingual

Customer service

Call center experience

Technology proficiency

Job description

Join our Manulife Bank Contact Center as a Bilingual Customer Service Representative (French & English) and make an impact by delivering exceptional service and building strong customer connections.

Build your career in a supportive, flexible environment. Our hybrid model combines in-office collaboration Tuesday to Thursday with remote work on other days. Schedules may fall between 7:00 a.m. and 11:00 p.m. ET on weekdays and 8:00 a.m. and 8:00 p.m. ET on weekends; availability is required, and schedules are provided in advance. You’ll grow with a collaborative team and enjoy perks such as unlimited coffee and a culture that values your well‑being.

Responsibilities

• Provide exceptional customer service to policyholders, agents, and partners in French and English via inbound calls, email, and chat.
• Handle a high volume of inquiries, analyze issues, and deliver proactive solutions.
• Use advanced technology and software to document interactions accurately and resolve concerns efficiently.
• Demonstrate empathy and emotional intelligence to build trust and positive relationships.
• Stay informed about products, services, and industry regulations to provide accurate, useful information.
• Collaborate with colleagues and other departments to resolve complex issues.

Required Qualifications

• Bilingual (verbal & written proficiency) in both French and English due to frequent interaction with internal/external English-speaking customers or employees outside of Quebec.
• Experience in a fast-paced customer service environment.
• Call center experience will be considered a strong asset, especially within financial services.
• Strong technical skills and ability to navigate multiple systems.

Preferred Qualifications

• Empower: Inspire confidence and take initiative.
• Serve: Show genuine care and flexibility in helping customers.
• Grow: Embrace collaboration, feedback, and continuous learning.

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.

This posting supports an ongoing hiring initiative for existing and/or future vacancies.

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].

Working Arrangement

Hybrid

Salary & Benefits

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.