Financial Education Specialist

Manulife group; Chicago (IL); Hybrid; USD 37,000 - 62,000; Full time

Benefits offered by this job

Flexible environment

Inclusive culture

Training provided

Job summary

Manulife Financial Corporation is recruiting for a PlanRight Support role in a hybrid setup based in Montreal. The position focuses on educating members about group retirement plans, handling inquiries, and guiding referrals to Wealth & Retirement advisors.

The ideal candidate has 1-2 years' experience in financial services, strong customer service and bilingual English/French abilities to support clients across jurisdictions. Training and inclusive culture are emphasized.

Qualifications

• 1-2 years of Financial Services experience, preferably in phone.
• Advanced listening and customer service skills.
• Bilingual English & French required to support clients from various jurisdictions.

Responsibilities

• Handle inbound, outbound and email databases to provide education to members seeking guidance or advice.
• Record customer information in CRM to meet compliance and privacy needs.
• Provide customer experience accurately and professionally.
• Position full value of advice to refer to Wealth & Retirement advisors.
• Triage leads to handle immediate needs or provide warm introductions to advisors.
• Process service-related needs for clients.
• Meet productivity, quality objectives and call audit standards.
• Meet service level agreements on Welcome calls.
• Stay updated on legislation, products, and administrative processes.
• Handle advisor toll-free line.

Skills

Financial services experience

Customer service

Bilingual English/French

CRM experience

Education

Post-secondary education in finance or business

Tools

CRM tool

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.