Job Description
Job Description
Position: Customer Service Professional - Bilingual III MFCJP00013789
Better Working Arrangements: Hybrid - Tuesday/Wednesday/Thursday in office.
Location: 900 Boulevard de Maisonneuve W Montreal QC
Contract Duration: 11/25/2024 to 06/25/2025
Schedule Hours: Candidates must have availability from 8 am to 6 pm. There will be rotating 8-hour shifts during this time block. Shift times are as follows: 8am-4pm, 9am-5pm, 9:30am-5:30pm, 10am-6pm, Monday to Friday; standard 37.5 hrs/week
Story Behind the Need
• Business group: The successful candidate will be supporting the Life Insurance Business Group - Individual Insurance.
• Project: BAU – Business As Usual activities. The successful candidate will be supporting the Contact Center, main responsibilities involve providing support to calls from Advisors (Advisors are the individuals whom have sold the products) and Clients themselves. They will be providing support around Individual Life Insurance products.
Candidate Value Proposition
• The successful candidate will have the opportunity to join Manulife in an entry-level role, with ample growth opportunities to utilize their existing knowledge and advance into other business units within the organization.
Typical Day in Role
• Handle telephone inquiries from our customers and financial advisors regarding contracts, products and procedures.
• Provide an exceptional customer experience, with accuracy and professionalism.
• Provide comprehensive information to callers, resolving most questions on the first call by researching information on resource systems.
• Meet productivity and quality targets set by the department as well as call audits related to customer experience.
• Assist clients with online access, troubleshooting where required
• Offering follow ups to callers (in the event an answer to a question is presently unknown the individual will have the opportunity to call back and provide as needed)
• Sending out statements and possible tax slips
• Providing accurate product information
• Day to day outline: Log In, Take Calls - 15 min follow up time.
Candidate Requirements/Must Have Skills:
1) 2-3 years previous experience in a customer service/hospitality/ customer engagement role
2) Candidate must be fluent in French and English, written and verbal.
3) Tech Savvy and Demonstrated PC skills. The candidate must be able to easily navigate a laptop and its applications. The successful candidate may be providing support to Vitality which requires the ability to troubleshoot the watch application, mobile application and online accounts.
Soft Skills:
• Patience: Demonstrates the ability to remain calm and composed, even in challenging situations, and provides thoughtful responses.
• Punctuality: Consistently logs in and starts shifts on time, ensuring reliability and dependability in meeting work schedules.
• Resilience: Maintains a professional demeanor and does not take feedback or criticism personally, showing the ability to handle tough situations with a positive attitude.
Nice-To-Have Skills:
- Experience in financial services or personal insurance sector or technical support for online issues
- Previous experience in a call center environment
Education:
- High School completion required.
- College/University preferred or equivalent work experience
Best vs. Average: Outlined personal attributes/experience/skillsets that make for the ideal candidate
The ideal candidate possesses the essential soft skills needed for success in this role and has prior experience in a call center or within the financial/ insurance sector.
An individual with an insurance background, customer service experience and tech savviness would outline the top 3 attributes for an ideal candidate.
Interview Format:
Bulk Hire Strategy with Preferred CC Vendors.
People Leader will be scheduling interviews with selected candidates