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canada Bilingual BSC Support Specialist

  • Location
    (CANADA) and Toronto
  • Job Reference
    14864
  • Functional Area/Experience
    Business, Accounting & Finance / Fresh Graduate

Job Description & Qualifications

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

Role

This position leverages a combination of technical aptitude, analytical skills, problem solving skills and customer service to ensure capability supporting complex business applications. To be successful in this role you will have previous experience supporting applications of similar complexity, experience in a customer support role and employ strong analytical skills.

The BSC Support Specialist will have responsibility to fully support all BSC managed systems and be cross trained with entry level knowledge of our application processing software (DPS).  The BSC Support Specialist will foster strong relationships with the brokers & lenders that utilize the BSC tools & work to cultivate broker & lender relationships wherever possible. They will also contribute to the growth of the tools with suggested enhancements & valuable additions to the products.  BSC will support the efforts of the Sales Team in helping achieve MCI goals.

Key Accountabilities

Customer Service 50%

  • Answer support phone calls with an abandon rate of 2% or less
  • Answer emails directed to support@brokersupportcentre.com within 24 business hours
  • Data Entry for Broker onboarding within 48 hours with high accuracy & quality
  • Quality responses to both phone and email requests utilizing the FAQ guides to respond to all client needs

Problem Solving/Teamwork 50%

  • Recognize and troubleshoot reported support issues to determine if production related
  • Share with team any potentials issues
  • Creatively problem solve client business requests
  • Work with the BSC Prod Support Team to get resolution on production issues with BSC systems

Job Requirement:

  • Post graduate education or relevant business experience

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 recruitment@manulife.com.



Job Skills/Competencies Required

  • Excellent communications and interpersonal skills with the ability to build relationships and maintain professionalism in all mediums (written & verbal skills)
  • Strong knowledge of BSC platforms
  • Ability to work in a customer service, team-oriented environment
  • Ability to quickly learn new technologies and tools
  • Knowledgeable in the Mortgage Creditor Industry or ability to learn quickly
  • Ability to prioritize and escalate issues appropriately
  • Team player oriented, energetic, creative, solution-oriented and thrive in a fast-paced and ever-changing environment
  • Knowledge of French language both written and verbal
  • Handling confidential information with discretion
  • Knowledgeable in A/P cycle
  • Embrace the Manulife VALUES, Obsess About Customers, Do The Right Thing, Think Big, Get It Done Together, Own It & Share Your Humanity

Competencies:

  • Excellent interpersonal, customer service & telephone skills
  • Excellent written and oral communication skills (In French for bilingual)
  • Ability to prioritize
  • Strong attention to detail
  • Knowledge of Mortgage Industry & clients
  • Excellent analytical skills required
  • Strong influencing & negotiating skills required
  • Intermediate to proficient knowledge of MS office suite (Excel, Word etc.)
  • For Bilingual position, must have the ability to translate from English to French and French to English
  • Proficiency in alpha numeric data entry
  • Excellent numerical competency
  • Proficiency in all phases of the A/P cycle
  • Excellent multi-task skills  
  • Able to work in a fast-paced environment and collaborate with other key stakeholders and team members.
  • Proactive approach is a must
Apply now