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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills in both French and English, with a focus on problem-solving and proactive communication. Proficient in Excel and capable of managing multiple tasks while maintaining high accuracy and meeting service level agreements.
Highest-signal resume keywords
Bilingual In French And EnglishCustomer Service ExperienceProficiency In ExcelProblem-Solving SkillsEmotional Intelligence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Excel ProficiencyTax Concepts UnderstandingTechnical SkillsData HandlingMultitasking Ability
Soft Skills
Interpersonal SkillsAttention To DetailDecision-Making SkillsFlexibilityOrganizational Skills
Tools & Technologies
Computer SystemsSoftware Applications
Industry Keywords
Customer InteractionsService Level AgreementsFast-Paced EnvironmentProactive SolutionsCollaboration
About the role
Key responsibilities & impact- Handle advisor and customer interactions, including outbound calls and incoming inquiries, for individual insurance taxation transactions
- Provide customer service to policyholders, agents, and collaborators in French and English through outbound calls and emails
- Respond to customer inquiries, assess issues, and deliver detailed, proactive solutions
- Meet daily service level agreements with high accuracy
- Demonstrate emotional intelligence and understanding to build positive customer and advisor relationships
- Collaborate with the tax team and internal stakeholders across Manulife
- Support additional Tax team tasks and initiatives as assigned
- Multi-task and prioritize workload while addressing urgent/rush cases
- Communicate courteously and professionally with internal and external clients, sponsors, agents, and brokers
- Demonstrate proactive ownership and accountability for requests
Requirements
What you’ll need- Proven experience working in a fast-paced customer service environment
- A minimum of 3 years of experience in a similar role is preferred
- Ability to work with minimal direct supervision
- Strong technical skills and ability to navigate multiple computer systems and software applications
- Ability to learn and understand basic Tax concepts
- Ability to shift quickly and adapt to change
- Ability to work in a fast-paced environment
- Fully bilingual in French and English
- Ability to learn new software/system applications quickly
- Initiative, attention to detail, and decision-making skills
- Strong interpersonal skills and verbal and written communication skills
- Problem-solving skills
- Organizational skills and ability to multitask
- Proficiency in Excel, including PivotTables, VLOOKUPs, sorting, and handling large amounts of data
- Ability to meet or exceed productivity, quality, and service standard objectives
- Ability to multitask and prioritize daily workload and urgent/rush cases
- Flexibility and adaptability in a rapidly changing environment
- Ability to communicate professionally with internal and external clients, sponsors, agents, and brokers
- Ownership and accountability for requests
Benefits
Comp & perks- Flexible work environment
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans
- Pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Opportunities to learn and grow
- Employee well-being and inclusion support
- Incentive programs and incentive compensation tied to business and individual performance