Advisor Support team is looking for an Advisor Support Analyst to join our team. As a member of our team within the Manulife Wealth organization you will be working closely with the advisors and their support staff to resolve service-related escalations and assist in process related inquiries. Working with Account Managers and partners across Operations, you will provide a consistent, and powerful client and advisor experience. If you enjoy working in a fast paced, changing environment where every day brings something new, you may be the candidate we are looking for! **Position Responsibilities:** + Act as the main contact for resolving service-related escalations, by thoroughly investigating advisor inquiries (written and verbal) + Support Advisor inquiries within the expected turnaround times, engaging with internal teams and/or with Fidelity Clearing Canada as the carrying broker, as needed + Provide outstanding customer experience, accurately and professionally + Effectively use multiple administrative systems to investigate escalations + Analyze complex issues to find appropriate resolution while mitigating risk to the company + Ability to review and interpret more complex scenarios, reviewing policies and procedures and effectively communicating these for an improved understanding + Work well with internal and external partners throughout investigation and recommended resolution + Support, develop and maintain strong collaboration with business units + Ability to manage conflict, and to deal with differing opinions in a professional manner + Identify/report business risks to the leadership team, including identify training opportunities and the utilization of our tools and methodologies to allow us to meet our established service level agreements + Profiling issues to business area, in a proactive approach to mitigate further escalations and risk + Work with leaders on volume trend analysis, identifying trends and raising it to leaders to action + Ability to organize, prioritize and commit to deadlines + Raise any issues and administration incidents to leadership + Provide support to team through knowledge sharing and quality control measures + Managing time effectively within a high volume and fast paced work environment + Ability to travel, 10% of the time **Required Qualifications:** + The customer service profession isn’t new to you. You’ve spent at least 3 years growing your knowledge, skills and experience in this line of work and you have a clear track record of success in delivering excellent service in a fast paced, professional environment + You have top notch communication skills and can communicate complex ideas in a manner that can be easily understood + You learn FAST. You pick up new ideas, concepts, technologies, and tools easily + You have excellent knowledge of Manulife Wealth applications & communication tools + You have an approachable style that just makes people want to work with you - and that helps build great relationships between other people and groups + You demonstrate accountable behaviours – you take initiative, and show ownership in everything you do + You can adapt to change, and even embrace it + You successfully manage competing priorities like a champion + You maintain your composure and best-self during challenging times or challenging interactions + You’re comfortable driving solution progress forward – even when your team doesn’t have all the answers yet. Dealing with the unknown and uncertain is no big deal for you + You’re a capable and innovative problem-solver using sound judgement to make business decisions that drive results and solve customer problems + You don’t like to stand by when you notice that there’s something that could work better for your team or Manulife. You want to improve things – and you do something about it! + You know how to build successful relationships with your coworkers – whether they are sitting across the table from you - or across the country. + You realize that the need to continue to learn and invest in your own development is a never-ending journey + Bilingual (French & English) is required - 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:** + Background in a financial services industry + Background in customer service + Understanding of Investment products available to Canadian Investors (eg. RRSP, RRIF) \#LI-WAM **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Referenced Salary Location** Montreal, Quebec **Modalidades de Trabajo** Híbrido **Salary range is expected to be between** $58,275.00 CAD - $97,125.00 CAD Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con recruitment@manulife.com para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual. Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con recruitment@manulife.com para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.