Bilingual Licensed Retention Agent
Bilingual Licensed Retention Agent
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Job Description
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
Providing advice needs analysis and completing sales applications and/or cancellations
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 win-back programs
Escalating issues concerns and trends to the Retention Supervisor
As our ideal candidate you add value in your ability to communicate effectively with people. You have a high-energy level and a desire to become part of a globally dynamic organization offering long-term career opportunities.
Required Qualifications:
Experience in a customer service/ sales and/or retention role with contact centre experience is preferred
Financial Service experience
Post-secondary degree is an asset; however equivalent business experience is strongly considered
Knowledge of Financial Services or Insurance is an asset
Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
Preferred Qualifications:
Ability to work in an open office environment or remotely while managing multiple day-to-day 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
When you join our team:
Well empower you to learn and grow the career you want.
Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team well support you in shaping the future you want to see.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit 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 .
Referenced Salary Location
Montreal QuebecWorking Arrangement
Salary range is expected to be between
$44775.00 CAD - $74625.00 CADIf you are applying for this role outside of the primary location please contact 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 for more information about U.S.-specific paid time off provisions.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
