The Tax Operation team is seeking a Bilingual Tax Operations Representative to join our dynamic team. The ideal candidate will thrive in a fast-paced environment, possess strong technical abilities, and demonstrate agility in handling customer inquiries. Our team values empathy and seeks individuals who are passionate about helping others. We believe in empowering employees to take initiative and grow within the company.

In our operations team, we love working together and learning from each other, all while serving customers with the highest level of dedication. That's why this role is a mix of in-office and remote work, with team members in the office on Tuesdays through Thursdays. This hybrid model not only supports work-life balance but also fosters collaboration and innovation, which are essential as we strive to grow the business.

Reporting to the Manager of Tax Operations, the incumbent of the position is primarily responsible for handling advisor and customer interactions—including both outbound calls and incoming inquiries—for transactions relating to individual insurance taxation with varying levels of complexity.

Position Responsibilities:

This role will be collaborating with various individuals within the tax team and internal stakeholders across Manulife. The role will involve a variety of tasks and functions including:

• Provide exceptional customer service to policyholders, agents, and other collaborators in both French and English languages 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 in all interactions to build positive relationships with customers and advisors.
• Contribute to the success of the Tax team by supporting additional tasks and initiatives as assigned.

Required Qualifications:

• Proven experience working in a fast-paced customer service environment. A minimum of 3 years of experience in a similar role is preferred.
• Self-started with 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 (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Preferred Qualifications:

• Ability to learn new software/system applications quickly
• Demonstrates initiative, attention to detail, and decision-making skills
• Strong interpersonal skills and verbal and written communication skills
• Solid problem-solving skills
• Ability to respond positively and constructively to challenges and opportunities
• Organizational skills and ability to multitask
• Consistently responds to challenges and opportunities in a positive and productive manner
• Proficient in Excel (ability to do Pivot tables, VLOOKUPs, sorting and handling large amounts of data)
• Consistently meet or exceed productivity, quality and service standard objectives.
• Multi-task and prioritize daily to maintain workload and to address urgent/rush cases.
• The versatility to do many different types of work within the business area.
• Consistent demonstration of flexibility and adaptability in a rapidly changing environment.
• Confidently communicate (written or phone) with internal, external clients, sponsors, agents and brokers in a courteous and professional manner
• Routinely demonstrate ownership and accountability of all re‐quests in a proactive rather than reactive manner.

When you join our team:

• We’ll empower you to learn and grow the career you want. 
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. 
• As part of our global team, we’ll support you in shaping the future you want to see.

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The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

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].

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location.

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.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.