Planright Support Agent - Halifax, Canada - Manulife

Manulife

Verified Company

Halifax, Canada

1 week 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

Our PlanRight Support team assists members with a few different components of their Group Retirement plans.

First the team is responsible for providing some key member engagement interaction touch points through the customers lifecycle with Manulife; Welcome support.

When members are new to their plan we provide education on how their employer plans work, along with retirement counsel for members enrolled in our retirement redefined program.

In addition, the PlanRight Support team also assists members with transaction and questions on their investments, such as,, fund direction and fund changes, investment management fees, rates of return and the impact of fund rationalizations, information on GRIP (Group Retirement Income Plans) plans including payment schedules, unscheduled withdraws and unlocking.

This is a full time position, 37.5 hours per week between the hours of 9:00 am and 5:00 pm EST Monday to Friday.

Key Accountabilities:

Gather and accurately record all customer information required to process member transactions in one of the 3 record keeping systems/CRM tools. This could include enrolments, asset consolidations, demographic information updates, investment changes, etc.
Providing outstanding customer experience accurately and professionally
Reviewing GRIP plans, payment schedules and unscheduled payments
Review of LIF unlocking inquiries
Review of investment management fee questions
Meeting productivity and quality objectives established by the department as well as Customer Experience Call Audits
Management of the inbox and cases that are assigned to the team
Completion of transfer in requests for former Standard Life accounts

Job Requirements:

Deliver outstanding customer service in a professional manner
Must be well organized and detailed in approach, with good followthrough
Gather and accurately record and update member account changes to their investments
Remain current and up to date on system processes, updates and changes
Proactively share knowledge and best practices to ensure objectives are met
While not a formal sales role, must be fearless when it comes to achieving "soft" sales targets

Background and Experience:

Previous customer service experience
Punctuality and attendance is critical
Great attitude and high energy
Effective listening skills and empathy
Ability to understand questions and/or to probe for additional information or clarification to gain understanding (attention to detail)
Able to work in a very structured, fastpaced environment
Teamwork and collaboration

Assets (preferred but not necessary):

Background in a financial services industry
Understanding of Investment products available to Canadian Investors (eg. RRSP, RRIF)
Knowledge of segregated funds

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M-CA-IN-CM

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