The Manulife Wealth team is seeking a dedicated Bilingual Advisor Support Analyst to join our dynamic organization. In this role, you will collaborate closely with advisors and their support staff to effectively resolve service-related issues and address process-related inquiries. Partnering with Account Managers and Operations teams, you will play a key role in delivering a seamless and outstanding experience for both clients and advisors.

REQUIRED QUALIFICATIONS:

• Over 3 years of experience in customer service, with a proven track record of delivering excellent service in fast-paced, professional environments.
• Bilingual (verbal & written proficiency) in both French and English due to frequent interaction with internal/external English-speaking customers or employees outside of Quebec.
• Outstanding communication skills, capable of conveying sophisticated ideas clearly and understandably, and proficient in Manulife Wealth applications and communication tools.
• Quick learner who easily adapts to new concepts, technologies, and changes, demonstrating initiative and ownership in all tasks.
• Strong relationship-building skills, with an approachable demeanor that cultivates collaboration and successful interactions with colleagues and clients.
• Effective problem-solver with good judgment, able to handle challenging priorities and drive solutions forward, even in uncertain situations.

PREFERRED QUALIFICATION:

• Experience in the financial services industry, with a solid foundation in customer service.
• In-depth knowledge of investment products available to Canadian investors, such as RRSPs and RRIFs.

• Serve as the primary contact for resolving service-related issues, conducting detailed investigations into advisor inquiries and collaborating with internal teams and external partners.
• Deliver outstanding customer experiences by accurately and professionally addressing advisor inquiries within encouraged turnaround times.
• Use multiple administrative systems to analyze sophisticated issues, ensuring appropriate resolutions while mitigating company risk.
• Collaborate effectively with internal and external partners, maintaining positive relationships and supporting business units through knowledge sharing and quality control.
• Identify and report business risks, analyze volume trends, and handle conflicts professionally to improve operations and meet service level agreements.
• Willingness to travel twice a year within the island of Montréal to visit three different branches.