Bilingual Proactive Retention Specialist
November 7
🇨🇦 Canada – Remote
💵 $48.1k - $80.1k / year
⏰ Full Time
🟡 Mid-level
🟠 Senior
🔄 Customer Retention Specialist
Description
• Review each client situation and recommend best approach for client to follow based on their financial need. • Support the build out of our Retention Strategy in building long lasting relationships. • Ability to work in a performance base environment with a proven track record of meeting target. • Promptly respond and resolve inquiries from customers, via phone or email. • Develop and maintain up-to-date knowledge of the company’s current promotions, products and technology necessary to meet or exceed Retention goals. • Document calls and outcomes using various Bank systems including Portfolio Plus, Contact Logger, Mortgage End to End and AWD as well as Sharepoint. • Proactively identify issues, report on client concerns, process gaps and identify ways to improve service. • Support the movement to the culture of Customer Centricity.
Requirements
• Strong customer focus, with the ability to influence, negotiate and remedy customer objections with strong decision making and problem solving skills. • Ability to handle difficult customers in a professional manner. • Excellent research and problem resolution. • Flexible Team player with track record of organizing, prioritizing and juggling multiple concurrent tasks. • Sales and Mortgage Brokerage background would be beneficial. • Knowledge of residential mortgage business. • Post-secondary education or equivalent work experience. • Strong analytical and problem solving abilities. • Ability to multi-task and work in a high volume, fast-paced environment. • Focus on accuracy and attention to details. • Excellent written and oral communication skills. • In depth understanding of Manulife Bank’s products, processes and systems would be an asset. • Self motivated with strong focus on success. • Fully committed to change and continuous process improvement. • Versatile and ability to learn new tasks/skills quickly.
Benefits
• A competitive salary and benefits packages. • A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills. • A focus on growing your career path with us. • Flexible work policies and strong work-life balance. • Professional development and leadership opportunities. • 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. • 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. • Various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
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