Bilingual Customer Care Representative

Manulife - Montréal, QC (30+ days ago)

Apply Now

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

Manulife Financials’ Institutional business unit is a leading provider of retirement savings plans, employee benefit programs, and insurance solutions for Canadian groups including businesses; professional, alumni and retiree associations; financial institutions; retailers and other organizations.

The Institutional business unit provides a broad range of coverage including health and dental care, travel insurance, registered retirement savings and pensions, short- and long-term disability coverage, employee share ownership programs, flexible benefits plans, absence management solutions, defined contribution plans, deferred profit sharing, life and critical illness insurance, accidental death and dismemberment coverage plus wellness solutions.

The Absence Management Consultation Services (AMCS) department is looking for a professional, customer service oriented individual to join their Montreal office as a Customer Care Representative (CCR). Reporting to the Associate Manager – Program Management, the Customer Care Representative will provide customer service to Manulife’s Plan Sponsors and Plan Members as well as administrative support to the case management teams. This team is the first point of contact for our customers when accessing the AMCS program and is vital in delivering a great customer experience.

The CCR team supports our AMCS program between the hours of 8am to 8pm EST and flexibility is required to work varying shifts based on business needs. Occasional overtime may be required.
(8:00am - 4:00pm, 9:00am - 5:00pm, 10:00am - 6:00pm & 12:00pm - 8:00pm)


Gather referral information from clients through verbal intake process
Handle calls and emails from Plan Sponsors and Plan Members
Process new referrals and file closures in case management system
Process mail, faxes, invoices, offsite files, files copy requests etc.
Provide administrative support to case management teams (template letters, data entry updates, office supplies etc.)
Handle basic client reporting and ad hoc assignments/projects


Bilingualism in French and English is considered an asset
Post - Secondary School education
Previous experience in a high pace customer service environment
Administration and clerical skills or similar related work experience
Understanding of medical terminology an asset


Strong customer focus with strong active listening skills
Excellent verbal and written communication skills (French/English)
Ability to probe, investigate and resolve issues
Excellent word processing, spreadsheet and database computer skills
Adaptable, organized and quick learner
Strong attention to detail and accuracy
Well organized and able to prioritize tasks
Demonstrated ability to work collaboratively and effectively in a fast-paced, multiple team environment as well as must be able to work well independently.

Please include resume in English

If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers. As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

Manulife is an equal opportunity employer. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.