GWS Business Case Coordinator

The Guaranteed Wealth Solutions Case Co-Ordinator team within Relationship Management is seeking dynamic candidates capable of working within a team of Specialists in Customer Service for individual Manulife Investment products.

Are you truly excited and motivated about helping customers Always interested in looking at ways to improve the customers experience Do you love to solve problems and look for alternative options Then weve got a role for you!

This is a full-time position 37.5 hours per week. Shifts are between the hours of 8:00 am to 5:00 pm Monday to Friday.

Training on our phone system (Amazon Connect) our case tracking system (Salesforce) and our email management process is provided to the successful candidates.

A successful candidate must already be experienced with and have knowledge of all Manulife Segregated Fund Products processes product rules and requirements.
Successful candidates will be monitored to successfully meet established goals.

Position Responsibilities:

• Handling of inquiries by Email from our MGA and National account back offices relating to our products and procedures.

• Providing outstanding customer experience accurately and professionally.

• Provide comprehensive information to queries by researching information on resource systems.

• Promote educate and support our customers with use of our online tools OLT eTrack eDocs.

• Work within our published service standards for query resolution

• Build valuable and supportive relationships with back office partners

• Provide support to our Premier Case Coordination team as required

• Work with our Relationship Management Consultants when required to ensure swift resolution

• Strong demonstrated professionalism judgment and interpersonal skills

• Excellent organization and prioritization skills and time management to be able to multitask in a high volume rapidly changing work environment.

• Strong focus on teamwork and collaboration.

• Ability to assess risk regarding complex escalated complaints provide recommendations options rationale and grant exceptions within department parameters where applicable.

Required Qualifications:

• Knowledge of Manulife Investments Segregated Funds product is a requirement.

• Excellent verbal and written communication skills

• Previous Customer Service experience.

• Punctuality and Attendance is critical.

• Great attitude and high energy.

• Empathy.

• Always looking for ways to enhance the customers experience.

• Have a desire to make a difference in a customers experience.

• A desire to learn and grow in a dynamic global company.

• Technical knowledge.

• Navigation of software and multiple applications.

• Attention to Detail.

• Effective Listening Skills.

• Ability to understand questions and/or to probe for additional information or clarification to gain understanding.

• Questioning and Innovating.

• Ability to multi-task.

• Ability to learn and apply new knowledge.

• Able to work in a very structured environment.

• Teamwork and collaboration.

• Ability to work in a fast-paced environment.

• Able to accept regular coaching feedback and apply improvements suggested.

Preferred Qualifications:

• Background in the financial services industry.

• Understanding of Investment products available to Canadian Investors (eg. RRSP RRIF TFSA).

• Ability to navigate multiple software applications.

• Knowledge of Manulife Investments GIC/GIA and Immediate Annuity products.

• 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.

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.

#LI-REMOTE

The role being advertised is an existing vacancy.

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

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location please contact for the salary range for your location.

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.

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.