Bilingual Advisor Support Analyst

Location: Montreal

Advisor Support team is looking for an Advisor Support Analyst to join our team. As a member of our team within the Manulife Wealth organization you will be working closely with the advisors and their support staff to resolve service-related escalations and assist in process related inquiries. Working with Account Managers and partners across Operations, you will provide a consistent, and powerful client and advisor experience.

If you enjoy working in a fast paced, changing environment where every day brings something new, you may be the candidate we are looking for!

Position Responsibilities:

Act as the main contact for resolving service-related escalations, by thoroughly investigating advisor inquiries (written and verbal)

Support Advisor inquiries within the expected turnaround times, engaging with internal teams and/or with Fidelity Clearing Canada as the carrying broker, as needed

Provide outstanding customer experience, accurately and professionally

Effectively use multiple administrative systems to investigate escalations

Analyze complex issues to find appropriate resolution while mitigating risk to the company

Ability to review and interpret more complex scenarios, reviewing policies and procedures and effectively communicating these for an improved understanding

Work well with internal and external partners throughout investigation and recommended resolution

Support, develop and maintain strong collaboration with business units

Ability to manage conflict, and to deal with differing opinions in a professional manner

Identify/report business risks to the leadership team, including identify training opportunities and the utilization of our tools and methodologies to allow us to meet our established service level agreements

Profiling issues to business area, in a proactive approach to mitigate further escalations and risk

Work with leaders on volume trend analysis, identifying trends and raising it to leaders to action

Ability to organize, prioritize and commit to deadlines

Raise any issues and administration incidents to leadership

Provide support to team through knowledge sharing and quality control measures

Managing time effectively within a high volume and fast paced work environment

Ability to travel, 10% of the time

Required Qualifications:

The customer service profession isn’t new to you. You’ve spent at least 3 years growing your knowledge, skills and experience in this line of work and you have a clear track record of success in delivering excellent service in a fast paced, professional environment

You have top notch communication skills and can communicate complex ideas in a manner that can be easily understood

You learn FAST. You pick up new ideas, concepts, technologies, and tools easily

You have excellent knowledge of Manulife Wealth applications & communication tools

You have an approachable style that just makes people want to work with you - and that helps build great relationships between other people and groups

You demonstrate accountable behaviours - you take initiative, and show ownership in everything you do

You can adapt to change, and even embrace it

You successfully manage competing priorities like a champion

You maintain your composure and best-self during challenging times or challenging interactions

You’re comfortable driving solution progress forward - even when your team doesn’t have all the answers yet. Dealing with the unknown and uncertain is no big deal for you

You’re a capable and innovative problem-solver using sound judgement to make business decisions that drive results and solve customer problems

You don’t like to stand by when you notice that there’s something that could work better for your team or Manulife. You want to improve things - and you do something about it!

You know how to build successful relationships with your coworkers - whether they are sitting across the table from you - or across the country.

You realize that the need to continue to learn and invest in your own development is a never-ending journey

Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various…