[Remote] GWS Business Case Coordinator

Note: The job is a remote job and is open to candidates in USA. Manulife is a leading international financial services provider, helping people make their decisions easier and lives better. The Guaranteed Wealth Solutions Case Co-Ordinator team is seeking dynamic candidates capable of delivering outstanding customer service for individual Manulife Investment products.

Responsibilities

• Handling of inquiries by Email from our MGA and National account back offices, relating to our products and procedures
• Providing outstanding customer experience, accurately and professionally
• Provide comprehensive information to queries by researching information on resource systems
• Promote, educate and support our customers with use of our online tools – OLT, eTrack, eDocs
• Work within our published service standards for query resolution
• Build valuable and supportive relationships with back office partners
• Provide support to our Premier Case Coordination team, as required
• Work with our Relationship Management Consultants, when required, to ensure swift resolution
• Strong demonstrated professionalism, judgment and interpersonal skills
• Excellent organization and prioritization skills and time management to be able to multitask in a high volume rapidly changing work environment
• Strong focus on teamwork and collaboration
• Ability to assess risk regarding complex escalated complaints, provide recommendations, options, rationale and grant exceptions within department parameters, where applicable

Skills

• Knowledge of Manulife Investments Segregated Funds product is a requirement
• Excellent verbal and written communication skills
• Previous Customer Service experience
• Punctuality and Attendance is critical
• Great attitude and high energy
• Empathy
• Always looking for ways to enhance the customer's experience
• Have a desire to make a difference in a customer's experience
• A desire to learn and grow in a dynamic global company
• Technical knowledge
• Navigation of software and multiple applications
• Attention to Detail
• Effective Listening Skills
• Ability to understand questions and/or to probe for additional information or clarification to gain understanding
• Questioning and Innovating
• Ability to multi-task
• Ability to learn and apply new knowledge
• Able to work in a very structured environment
• Teamwork and collaboration
• Ability to work in a fast-paced environment
• Able to accept regular coaching feedback and apply improvements suggested
• Background in the financial services industry
• Understanding of Investment products available to Canadian Investors (eg. RRSP, RRIF, TFSA)
• Ability to navigate multiple software applications
• Knowledge of Manulife Investments GIC/GIA and Immediate Annuity products
• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec

Benefits

• 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
• Various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
• Financial education and counseling resources
• Generous paid time off program in Canada includes holidays, vacation, personal, and sick days
• Full range of statutory leaves of absence

Company Overview