Bilingual Bank Client Services Administrator

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 Summary:
The Client Services, Financial team is responsible for managing the Bank's in-force accounts and requests for money movement, bank clearing functions and closing of accounts. This includes deposit accounts (business and personal), mortgage accounts, legal documents, GICs, TFSAs, RRSPs, RRIFs, incoming/outgoing wires and both investment and RRSP loans. This team also handles our Premier Client Group and other High Net Worth requests.
This team is a dedicated group of individuals with a strong customer focus accountable for managing inquiries, communications (telephone and written responses) and processing for all inforce Manulife Bank accounts. Partnering with a Manila processing team (who manage the routine intake and processing of work), this team works closely with financial advisors and their clients to facilitate non-routine transactions. They also provide knowledgeable support to our National Account/Corporate Account back office business partners, Service Centre partners, FSST team and other Manulife business units.
Key Accountabilities

• Participate in Operational Risk Reviews for the functions within Client Services Financial and support in the implementation of action plans to address areas of risk.
• Empowered to make decisions on exception requests when it is in the best interest of both the client and business, using sound risk assessment.
• Follow CPA rules, AML guidelines and Bank regulations to mitigate risk to the Bank
• Flexibility to work overtime during peak seasons and in high volume situations
• Accountable for all not in good order (NIGO) and complex transactions for in force accounts while working within prescribed accuracy, productivity and service level agreements (SLAs).
• Respond to inquiries from advisors, back office and clients for NIGO requirements, facilitating the situation until resolution. Relationship management is key, through communication and responses to advisors and clients on NIGO requirements.
• Consistently meeting Quality scores of 98%.
• Ensure work is prioritized and managed efficiently throughout the day as the majority of transactions must be completed same day.
• Ensure enhanced due diligence is applied for Related Parties, Politically Exposed People, and High Risk clients
• Make recommendations for process improvements

What We Are Looking For

• Knowledge of geography specific financial, securities, and tax regulations
• Ability to work independently in a fast-paced environment
• Demonstrated passion for providing customer centric solutions
• Bachelor's Degree Preferred
• 2-4 years previous industry or customer-centric service experience preferred
• Proficiency in Microsoft Word and Excel

What can we offer you?

• A competitive salary and benefits packages.
• A focus on growing your career path with us.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• Professional development and leadership opportunities.
• Flexible work policies and strong work-life balance.

Our commitment to you

• Championing Corporate Citizenship We build a business that benefits all stakeholders and has a positive social and environmental impact.
• Continuous innovation We invite you to help redefine the future of financial services.
• Values-first culture We lead with our Values every day and bring them to life together.
• Delivering the promise of Diversity, Equity and Inclusion We foster an inclusive workplace where everyone thrives.
• Boundless opportunity We create opportunities to learn and grow at every stage of your career.

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.
About John Hancock And Manulife
John Hancock is a unit of Manulife Financial Corporation, 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 globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com.
One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, and education savings plans. Additional information about John Hancock may be found at johnhancock.com.
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 [email protected].
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
CAN, Ontario, Waterloo, 500 King Street North
Salary range is expected to be between
$41,025.00 CAD - $68,375.00 CAD
If you are applying for this role outside of the primary location, please contact [email protected] 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 [email protected] for more information about U.S.-specific paid time off provisions.