Manulife Bank is seeking a Bilingual Estate Client Services Specialist to provide exceptional service to clients managing disbursements and account changes following the death of an account holder. This role involves being the primary contact for Advisors, Lawyers, Executors, and Clients, ensuring inquiries are resolved efficiently.

Position Responsibilities:

• Deliver optimal customer service for estate and death claims, including closing and transferring assets in deposit, investment, and retirement income accounts.
• Manage changes to mortgage and loan accounts, including account holder changes or debt repayment arrangements.
• Establish and maintain strong relationships with internal and external clients through proactive problem-solving and decision-making.
• Serve as the sole point of contact for managing inquiries to resolution.
• Handle inbound and outbound communications within specified turnaround times.
• Stay informed on provincial regulations and requirements related to estates, including those in Quebec.
• Excellent attention to detail and strong technical aptitude with proficient computer skills 

Required Qualifications:

• Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
• Post-secondary education or equivalent industry experience, along with previous customer service experience.
• Strong communication, analytical, and problem-solving skills, with the ability to handle sensitive subjects with empathy and compassion.
• Solid understanding of provincial laws related to estates, beneficiary designations, probate, and wills; familiarity with Manulife Bank’s systems, products, policies, and procedures is an asset.
• Proficient computer skills and strong technical aptitude; self-motivated and capable of working independently and collaboratively within a team.
• Ability to adapt to a fast-paced and changing environment, with openness to change and continuous improvement.

Preferred Qualifications:

• Strong/advanced competency in the Microsoft Office Suite and Salesforce.
• Comprehensive understanding of Manulife Bank products and services.
• Strong team player with the ability to coach others, combined with excellent communication skills, both written and verbal.
• Highly organized, adaptable to change, and results-oriented, proactively seeking solutions and taking initiative.
• Strong analytical, interpretive, and judgment skills, with excellent problem-solving capabilities.

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.

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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.

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.