Organization
Manulife and John Hancock
Location
Available in three locations with a Hybrid work arrangement.
Category
Business and Customer Operations
Employment Type
Full time
Work Model
Hybrid. Office presence from Tuesday to Thursday, remote work on the remaining days.
About the Organization
Manulife Financial Corporation is a global financial services leader focused on making it easier for individuals and businesses worldwide to make decisions and live better. Through Manulife and John Hancock, the organization delivers trusted insurance, wealth, and investment solutions while promoting inclusion, well-being, and long-term growth for its people and customers.
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Role Summary
The Canadian Contact Center is seeking Bilingual Customer Service Representatives fluent in French and English. The role focuses on delivering high-quality customer support while building strong and lasting relationships with policyholders, agents, and partners. This position offers an engaging environment with structured support, learning opportunities, and clear career growth pathways.
Core Responsibility Areas
Customer Experience and Communication
The representative provides professional customer support in both French and English through inbound calls, email, and chat. The role requires empathy, active listening, and clear communication to ensure positive customer interactions.
Issue Resolution and Service Excellence
The role involves managing a high volume of customer inquiries, identifying root causes, and delivering timely and proactive solutions while maintaining service quality standards.
Technology and Documentation
The representative uses multiple systems and digital tools to accurately document interactions, track cases, and resolve concerns efficiently.
Product Knowledge and Compliance
Staying informed about products, services, and industry regulations is essential to deliver accurate and compliant information.
Collaboration and Team Support
The role requires close collaboration with colleagues and cross-functional teams to resolve complex customer issues and improve service outcomes.
Best Candidate Profile
The ideal candidate demonstrates strong communication skills, emotional intelligence, and adaptability in a fast-paced customer service environment. A customer-first mindset and the ability to build trust are essential for success in this role.
Education and Experience Requirements
The role requires bilingual verbal and written proficiency in French and English due to regular interaction with English-speaking customers and teams outside Quebec. Previous experience in customer service is required. Call center experience is considered a strong asset, particularly within financial services. Strong technical skills and the ability to navigate multiple systems are essential.
Preferred Competencies and Values
The ideal candidate embodies empowerment by taking initiative and inspiring confidence. A service-driven mindset, flexibility, and genuine customer care are expected, along with a growth-oriented attitude toward collaboration, feedback, and continuous learning.
Career Growth and Work Culture
Manulife supports professional development through learning opportunities, skill building, and career progression. Employees are recognized in a flexible and inclusive environment where well-being is prioritized. As part of a global organization, employees are encouraged to help shape the future of financial services.
Working Arrangement
This is a hybrid position that balances in-office collaboration and remote flexibility.
Compensation and Benefits
Salary varies based on location, market conditions, and job-related factors such as skills, experience, and education. Employees may participate in incentive programs tied to individual and business performance. Manulife offers a comprehensive benefits package, including health, dental, mental health, vision, disability coverage, life, and AD&D insurance, wellness benefits, and employee assistance programs. Retirement plans include pension options and a global share ownership plan with employer matching. Paid time off includes vacation, holidays, personal days, sick leave, and statutory leaves, subject to local regulations.
Equal Opportunity and Accessibility
Manulife and John Hancock are equal opportunity employers committed to diversity and inclusion. All employment practices are administered without discrimination in accordance with applicable laws. The organization actively works to remove barriers and provide reasonable accommodations during the recruitment process.
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Application Support and Contact
Applicants who require accommodation during the application process may contact the recruitment team at recruitment@manulife.com.