FutureChoice Customer Service Professional (Spanish Bilingual)

Are you excited about being part of an opportunity to be at the forefront of transformation, innovation and service excellence for our U.S. Retirement business? Then we would love to have you join our FutureChoice Retirement Services Team as a Customer Service Professional !

You will help to shape a new retirement recordkeeping and operations ecosystem including the complementary tenets of people, process, technology, and data. You will be instrumental in evolving a new culture focused on efficiently servicing, transforming, and growing our U.S. Retirement business while maintaining our reputation for service excellence.

Our customers are our top priority. In this dynamic and ever-evolving role, you will take a proactive approach to every interaction, ensuring a high-quality Manulife/John Hancock participant experience. This position is part of our US Retirement, FutureChoice Participant Service Center , where you will be responsible for handling inbound requests from 401(k) participants in US Retirement Plans.

Your tasks will include learning and developing by continuously attending structured and self-driven learning about the US Retirement products and rules, and how they apply to our participants’ needs. When participants call, you will deliver an empathetic and engaging experience, applying the principles of understanding their needs and anticipating what additional support they may need. You’ll be expected to teach the participant about our website in our digitally driven user experience environment, preparing them for a future of self-servicing and independence.

Participants will ask you for information on their account, support processing investment changes and transactions such as withdrawals and loans, account information updates, and help making informed decisions to make life better and easier.

This is a full-time, hybrid opportunity, requiring in-office attendance only three (3) days per week (Mondays and Tuesdays are mandatory in-office days, with one additional day to be selected). We are open Monday through Friday, from 8:00 a.m. to 10:00 p.m. Eastern Time. Successful candidates must be available for shifts that vary based on business needs.

Responsibilities

• Provide exceptional customer service by efficiently handling all inbound calls and responding to customer inquiries with integrity and empathy.
• Accurately process various transactions, including account changes, investment adjustments, withdrawals, and loan requests, while ensuring compliance with company policies.
• Provide clear and comprehensive information on retirement accounts, emphasizing plan-specific provisions to help participants make informed decisions.
• Assist customers in preparing essential forms, clarifying any rejections, and offering solutions tailored to their needs within established guidelines.
• Stay informed and up to date on company policies, procedures, and performance metrics to consistently meet high standards in customer feedback, first-contact resolution, productivity, accuracy, and reliability.

The role being advertised is an existing vacancy.

Required Qualifications

• At least two years of customer service experience, demonstrating a strong background in delivering exceptional support and resolving issues.
• Bilingualism in Spanish and English is an asset. If the successful candidate is located in Québec, proficiency in both languages will be required to support customers from various provinces outside Québec.
• Post‑secondary education with relevant industry certification is preferred; however, equivalent work experience in the field will also be considered.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively to varied audiences.
• Demonstrated ability to effectively manage time in a high‑volume, fast‑paced environment, including the ability to handle multiple tasks simultaneously while maintaining attention to detail and accuracy.

Preferred Qualifications

• Demonstrated ability to interact professionally with a wide range of personalities and manage complex customer expectations with confidence and assurance.
• Ability to assist customers in using digital platforms, including website and application navigation, registration, and account resets, to improve the user experience.
• Strong interest in building and maintaining positive relationships between customers and the company, with excellent organizational, prioritization, and multitasking skills, along with strong attention to detail.
• Demonstrated ability to take full ownership of issues, ensuring resolution and customer satisfaction while working independently or collaboratively within a team.
• Knowledge of company policies, procedures, and concepts; additional knowledge of 401(k) plans and retirement plans is considered a valuable asset.

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 help you shape the future you want to see.

Manulife offers to employees 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 [email protected] para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

Referencias de salario y ubicación

Referenced Salary Location

CAN, Nova Scotia, Halifax, 2737 Joseph Howe Drive

Modalidades de Trabajo

Híbrido

Salary range is expected to be between

$42,525.00 CAD - $70,875.00 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 [email protected] para conocer el rango salarial correspondiente a tu ubicación.

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 [email protected].

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 (https://careers.manulife.com/global/en/talentacquisitionprivacystatement).

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