JobSummary: 

This role is primarily accountable for communications & quality checking for all basic and complex client requests for one or more product lines (EPL and MMFRESP) OR multiple transaction categories. Progress will be made towards full proficiency and sound business knowledge regarding all complex transaction types within these product lines OR multiple transaction categories. 

Dedication to maintaining the outlined service levels and quality and productivity standards is required and will be used to measure success.

This role is responsible for various tasks and reports related to daily processing service, including but not limited to:

• Handling of complex cases and not-in-good-order requests
• Writes responses to advisors/clients regarding transfer of asset requests, redemptions, general inquiries, new accounts, account maintenance etc.
• Respond to rush cases and complaints received in writing and email (Inbox Management & Q-track)
• Further research and investigation to correct/adjust trades
• Conduct QC on all transactions

At this level team members are well versed in industry & business requirements including but not limited to AML, OLT, anti-money laundering, etc.

Position Responsibilities:

• Accurately handle increasingly complex client service requests at initial point of contact utilizing multiple administrative systems within the defined service standards
• Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendation to help develop and implement strategies to resolve the issues in order to improve the service experience.
• Identify and escalate exceptions with recommendations to appropriate resource
• Support of escalated cases as assigned and able to work effectively with business partners and leaders to resolve issues
• Identify opportunities and make recommendations to improve operational process and practices.
• Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service. 
• Keep current with company policies, procedures and maintain processing knowledge
• Expectation of measures around accuracy and service excellence are met

Required Qualifications:

• 2 – 3 yrs Related experience in processing Investments Administration relating to the necessary products (Investments, Mutual Funds, and other financial products) with Outbound Customer Service Skills

• At least 4 years in college  / College Graduate of Business or Finance related course

• Knowledgeable on AWD Portal

• Knowledgeable on iFast Desktop and iFast Base

When you join our team:

• 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 just words.

• As part of our global team, we’ll 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 https://www.manulife.com/en/about/our-story.html.

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 recruitment@manulife.com.

Hybrid