Bilingual Retention Agent - Toronto, Canada - Manulife

Manulife

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You've come to the right place. We're looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we'd like to hear from you. _

Working Arrangement
Hybrid

Do you have the drive to succeed? Do you want to be part of a fast-paced, dynamic, and professional team that is focused on our customers? Then this opportunity is for you We offer a competitive salary with an annual performance incentive, and daily opportunities to create positive customer experiences.

As a Protection Solutions Licensed Retention Agent, you are responsible for maintaining positive and effective relationships with both our customers and internal stakeholders by providing excellent service & retention efforts.

This is a unique opportunity for those with the right skills to obtain an LLQP license should you not already have this requirement.

Manulife will cover the cost of an accredited education provider for the Harmonized LLQP course, as well as the exam and licensing fees.

Must be flexible - shifts are between the hours of 8:00 am - 8:00 pm EST, Monday to Friday

What will you be doing?

Handling both inbound/outbound conservation calls
Accurately recording customer feedback in an online system
Meeting Retention and quality measures on a monthly, quarterly, and annual basis
Regularly communicating with customers both orally and in writing
Supporting various marketing/sponsor campaigns and customer winback programs
Escalating issues, concerns, and trends to the Retention Supervisor

Education and Experience:

Experience in a customer service/ sales and/or retention role with contact centre experience is preferred
Financial Service experience
Postsecondary degree is an asset; however, equivalent business experience is strongly considered
Knowledge of Financial Services or Insurance is an asset

Skills and Attributes:

Ability to work in an open office environment or remotely while managing multiple daytoday tasks
Demonstrated ability to persuade and negotiate through consultation over the phone and possess active listening skills
An aptitude to navigate multiple programs at the same time while speaking with customers. This includes an ability to learn internal systems along with a proficiency in MS Office, Outlook, Internet Explorer and Google Chrome
Attention to detail in gathering and accurately recording all customer information
Proven problem resolution and conflict management skills to ensure an effective solution is reached for our customers
Bilingualism in English & French

What is in it for you effective your start date? We offer a salary with an annual performance incentive, comprehensive benefits package, training and ongoing coaching and corporate support.

Opportunities

at Manulife cover a wide range of geographies, demographics and products. This opportunity offers a long-term professional career path with a focus on the needs of our customers.

M-CA-IN-CM

LI

Bilingual

About John Hancock and Manulife
**Manulife is an Equal Opportunity Employer