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About the role
- Bilingual Service Associate focused on transaction processing and quality control for Manulife. Contributing to operational improvements and supporting financial transactions for clients.
Responsibilities
- Process and report on mutual fund financial and non-financial transactions
- Communicate with advisors and dealerships regarding transactions that are not in good order
- Perform quality control checks for routine transaction types
- Complete daily bulk settlement and payment activities
- Identify and escalate exceptions promptly
- Support resolution of escalated cases in collaboration with business partners
- Handle increasingly complex client service requests within defined service standards
- Recommend improvements to operational processes and practices
- Contribute to a collaborative team environment and maintain strong customer relationships
- Provide support for control-related activities (e.g., Unclaimed Property, Locked-in reporting, Short-Term Trading etc.)
Requirements
- Financial services experience
- Strong customer service mindset
- Ability to work independently and within a team with minimal supervision
- Analytical and problem-solving skills with a focus on ownership and resolution
- Bilingual (French & English) is required
- Previous experience in mutual fund processing is an asset
- Knowledge of mutual fund industry policies and procedures is an asset
- Strong organizational and prioritization skills in a fast-paced environment
- High attention to detail and ability to adapt to changing priorities
- Quick learner with strong collaboration skills
- Availability for overtime during peak periods (e.g., RSP season)
Benefits
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short-term disability insurance
- Long-term disability insurance
- Life insurance
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans (including pension)
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid time off including holidays, vacation, personal, and sick days
- Full range of statutory leaves of absence
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