Bilingual Customer Service Excellence Representative at Fidelity handling account issues and providing customer support in French and English. Engaging in training and support across various service units while maintaining service quality.
About the role
- Bilingual Annuity Service Specialist serving Annuitants and Advisors at Manulife. Administering Annuity products, executing transactions, and resolving inquiries within established service level agreements.
Responsibilities
- Serve as a primary point of contact for Annuitants, Advisors, and internal business partners.
- Act as a subject matter expert in the administration of Manulife’s Annuity products.
- Execute complex transactions within Annuity record‑keeping systems.
- Process customer-directed changes and handle escalated cases.
- Maintain current knowledge of changes & upcoming initiatives impacting business processes.
- Investigate and resolve escalated inquiries and analyze issues.
- Provide recommendations and support initiatives enhancing operational effectiveness and service quality.
- Ensure responsibilities are completed within established service level agreements (SLAs).
Requirements
- Proven ability to deliver high-quality, phone-based customer service to clients and advisors.
- Previous administrative experience within a retail investments or operational environment.
- Bilingual (French & English) is required.
- Strong understanding of Annuity and/or Structured Settlement products (asset).
- Experience with Annuity payments systems - VAPS and/or APV (asset).
- Strong organizational skills with the ability to prioritize in a high-volume environment and meet strict timelines.
- Demonstrated investigative, analytical, and problem‑solving abilities.
- Flexibility and sound judgment in a dynamic environment.
- Strong collaborative skills and the ability to build effective cross-department relationships.
- High attention to detail and accuracy.
- Ability to work effectively as part of a team.
- Flexibility to work overtime based on business needs.
Benefits
- health insurance
- dental insurance
- mental health benefits
- vision insurance
- short- and long-term disability
- life insurance
- adoption/surrogacy benefits
- wellness benefits
- employee/family assistance plans
- retirement savings plans (including pension)
- global share ownership plan with employer matching
- financial education and counseling resources
- generous paid time off including holidays, vacation, personal, and sick days
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