Bilingual Tax Operations Representative

About the role

The Tax Operations team at Manulife is looking for a bilingual Tax Operations Representative to handle advisor and customer interactions, including outbound calls and incoming inquiries, on transactions related to individual insurance taxation. The role reports to the Manager of Tax Operations and is a mix of in-office and remote work, with team members in the office on Tuesdays through Thursdays.

Key responsibilities

• Provide exceptional customer service to policyholders, agents and other collaborators in French and English, by outbound calls and emails
• Respond to customer inquiries, assess issues and deliver detailed, proactive solutions
• Meet daily service level agreements with high accuracy
• Show emotional intelligence in all interactions to build positive relationships with customers and advisors
• Support additional tasks and initiatives of the Tax team as assigned

Required profile

• Proven experience in a fast-paced customer service environment; 3 years in a similar role preferred
• Self-starter able to work with minimal direct supervision
• Ability to learn basic tax concepts and to adapt quickly to change
• Fully bilingual (French/English) to serve clients from jurisdictions outside Quebec

Required skills

• Strong technical skills navigating multiple computer systems and software applications
• Preferred: proficiency in Excel (Pivot tables, VLOOKUPs, sorting, large data sets)
• Preferred: quick learning of new software, multitasking, attention to detail and solid problem-solving skills

What we offer

• Expected salary range of $51,975 to $86,625 CAD, with possible incentive compensation
• Customizable benefits including health, dental, mental health, vision, life and disability insurance, retirement savings plans and paid time off