We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

　　Working Arrangement

　　Hybrid

　　Job Description

　　The DCC Customer Service Professional is the first point of contact for internal business partners and external clients (distributors) for inquiries that come into the Distributor Contact Centre via telephone or email correspondence. In this role, you will be accountable for providing support with contracting, transfers, recognition and compensation-related issues for distributors aligned with the various distribution channels.

　　As a Bilingual Customer Service Professional, you will demonstrate superior commitment to meeting our requestor’s needs by providing prompt, accurate responses to our distributors.

　　As our ideal candidate, your talent is your ability to communicate effectively, your aptitude to learn and multi-task in an ever-changing environment.

　　Responsibilities

　　Research and resolve inquiries differing in complexity as they relate to contracting, transfers, recognition and compensation

　　Demonstrate ability to problem solve, negotiate and coordinate conflict management

　　Collaborate and engage internal business partners in delivering solutions

　　Gather and record detailed information from Distributors in order to resolve requests and concerns

　　Meet pre-established service level agreements

　　Participate in on-going service improvements

　　Manage escalations from advisors/firms and ensure customer complaints are handled efficiently

　　excellent knowledge of Excel and are comfortable learning new applications and tools

　　Must be available Monday to Friday 9:00AM to 5:00 PM EST

　　What motivates you?

　　You obsess about customers, listen, engage and act for their benefit.

　　You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

　　You thrive in teams and enjoy getting things done together.

　　You take ownership and build solutions, focusing on what matters.

　　You do what is right, work with integrity and speak up.

　　You share your humanity, helping us build a diverse and inclusive work environment for everyone

　　What we are looking for

　　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.

　　Proven ability to multitask

　　Confidence in your aptitude to learn and apply information quickly

　　Excellent communication skills, written and verbal

　　You thrive in a fast-paced, ever-changing environment in a calm and professional manner

　　Ability to obtain or give information in situations which require tact, diplomacy, or persuasion

　　Demonstrated experience in dealing with difficult situations and problem solving

　　Technical competence in maintaining an information database and producing ad hoc reports

　　Research skills and attention to detail are necessary to succeed in this position

　　Previous customer service experience

　　Post-Secondary education

　　What can we offer you?

　　A competitive salary and benefits packages.

　　A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

　　A focus on growing your career path with us.

　　Flexible work policies and strong work-life balance.

　　Professional development and leadership opportunities.

　　Our commitment to you

　　Values-first culture: We lead with our Values every day and bring them to life together.

　　Boundless opportunity: We create opportunities to learn and grow at every stage of your career.

　　Boundless opportunity: We invite you to help redefine the future of financial services.

　　Delivering the promise of Diversity, Equity and Inclusion: We foster an inclusive workplace where everyone thrives.

　　Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

　　#LI-HYBRID

　　About Manulife and John Hancock

　　Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). 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

　　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 .

　　Salary & Benefits

　　The annual base salary for this role is listed below.

　　Primary Location

　　Montreal, Quebec

　　Salary range is expected to be between

　　$39,525.00 CAD - $65,875.00 CAD

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