Senior Tax Specialist

Manulife • Waterloo, ON

1d • CA$52,650 - CA$87,750 • Hybrid

About The Position

The Tax Operations team is looking for a seasoned Tax Operations Specialist who thrives in fast-paced environments and possesses strong technical skills and agility. Reporting to the Manager of Tax Operations, you will handle advisor and customer calls related to individual insurance taxation, with varying complexities. You'll collaborate with tax team members and internal stakeholders, all while building positive relationships with internal and external customers. Our team values empathy and initiative, empowering employees to grow within the company. You'll be motivated to "Think Big," manage high volumes of cases efficiently, and focus on solutions by making sound decisions and applying analytical reasoning to enhance customer experiences and meet service level agreements. Please note that this position does not qualify towards CPA hours requirements.

Requirements

• College diploma or equivalent relevant work experience
• Provide exceptional customer service to policyholders, agents, and other collaborators in both French and English languages through outbound calls and emails.
• Respond to customer inquiries, assess issues, and deliver detailed, proactive solutions.
• Strong interpersonal, verbal, and written communication skills.
• Ability to work independently with minimal supervision and as a great teammate
• Demonstrated decision-making skills and the ability to respond constructively to challenges
• Self-starter with excellent initiative, resilience, and adaptability in a fast-paced environment
• Exceptional organizational skills and keen attention to detail, with a focus on excellent customer service
• Multi-task and prioritize daily to maintain workload and to address urgent/rush cases

Nice To Haves

• Proven experience working in a fast-paced customer service environment.
• A minimum of 3 years of experience in a similar role is preferred.
• Proficient in Excel (ability to do Pivot tables, XLOOKUPs, sorting and handling large amount of data)
• Ability to develop new skillsets and learn new software/system applications quickly
• Consistently meet or exceed productivity, quality and service standard objectives
• The versatility to do many different types of work within the business area
• 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.

Responsibilities

• Accurately review and process transactions, including remittances, tax quotes, client inquiries, and reports, ensuring timely completion
• Provide excellent service to internal and external clients by effectively responding to emails, phone calls, and correspondence through thorough research and problem-solving
• Take ownership of inquiries, assess urgency, and resolve issues to prevent processing delays. Routinely demonstrate ownership and accountability of all re‐quests in a proactive rather than reactive manner
• Coordinate year-end tax reporting for Individual Insurance, collaborating with Tax Officers to meet all deadlines and requirements.
• Collaborate with teams across various offices, suggest process improvements, and maintain a positive attitude to enhance service efficiency
• Research and identify problems, contributing to effective solutions
• Communicate confidently and professionally with clients, agents, and brokers, demonstrating ownership and accountability in a proactive manner

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) and financial education and counseling resources.
• generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree