Bilingual Account Support Officer

Manulife•Waterloo, ON

7d•Hybrid

About The Position

As part of our global team, we’ll support you in shaping the future you want to see. We’ll empower you to learn and grow the career you want. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than words. The role being advertised is an existing vacancy. Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. Manulife is an Equal Opportunity Employer. At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected]. We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement. We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.

Requirements

Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
Knowledge of Specialized Lending products - IFA's, CSV's, IRP's, ALOC
Knowledge of Manulife Bank systems - AWD, Pplus, ManuKnow, Salesforce
Superior Customer Service Skills

Nice To Haves

Completion of a University Degree or College Diploma in a related field (Paralegal or Law clerk designation or completion of a Legal Assistant program) is an asset
Works well in a team environment with colleagues in multiple locations
Excellent analytical and problem-solving capabilities
Superior written and oral communication skills
Excellent organizational and time management skills
Demonstrated ability to work in a high-volume, fast-paced environment
Ability to make decisions and be accountable for the decisions

Responsibilities

Set up and administer new loans, restructures, and process related transactions for Account Managers
Analyze and interpret various loan documents, both personal and corporate, including but not limited to Business Declarations, Officer Certificates
Create and maintain strong working relationships with our internal and external clients, striving to exceed customer expectations as measured through our customer surveys and service level agreement results.
Meet or exceed quality and productivity targets
Address complex and escalated queries from internal and external clients (including but it’s not limited to advisors, lawyers, sales teams, etc.)
Respond to queries in a timely, accurate and professional manner
Meet and exceed defined service level agreements