PlanRight Support Agent - Jobs in Halifax, NS

Job 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 ArrangementHybridJob DescriptionOur 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:

• Manage inbound, outbound and email databases to provide outstanding education and advice to members regarding their retirement products. This involves guiding members through the enrolment process, assisting with fund selection and ensure the member is proficient in their options and taking full advantage of the employer program.
• 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:

• Must be a strong communicator both verbally for phone consultations and in email
• Deliver outstanding customer service in a professional manner
• Must be well organized and detailed in approach, with good follow-through
• 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
• A desire to learn and grow in a dynamic global company and to have the ability to learn and apply new knowledge
• Navigation of software and multiple applications
• 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, fast-paced environment
• Teamwork and collaboration
• Able to accept regular coaching feedback and apply improvements suggested

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

What motivates you

• Obsessing about customers, listening, engaging and act for their benefit.
• Thinking big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

Our commitment to you

• Values-first culture
• We lead with our Values every day and bring them to life together.
• Boundless opportunity
• We create opportunities to learn and grow at every stage of your career!
• Continuous innovation
• We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
• We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
• We build a business that benefits all stakeholders and has a positive social and environmental impact.

#LI-Hybrid#M-CA-IN-CMEvery career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere What are you waiting for Apply today.About John Hancock and ManulifeJohn Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com .One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance , annuities , investments , 401(k) plans , and education savings plans . Additional information about John Hancock may be found at johnhancock.com .Manulife is an Equal Opportunity EmployerAt 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] .Salary & BenefitsThe annual base salary for this role is listed below.Primary LocationHalifax, Nova ScotiaSalary range is expected to be between$39,900.00 CAD - $66,500.00 CADIf you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.Manulife offers eligible employees a wide array of customizable benefits, including 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. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our 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. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.Quick Apply

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