Bank Operations Specialist

Working Arrangement

Hybrid

Job Description

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering our employees with the resources they need to succeed and for the future of our business, which is why we need you. 

What motivates you? 

You obsess about customers, listen, engage and act for their benefit 
You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes 
You thrive in teams, and enjoy getting things done together
You take ownership and build solutions, focusing on what matters 
You do what is right, work with integrity and speak up
You share your humanity, helping us build a diverse and inclusive work environment for everyone 

On the job you will: 

•    Accountable for all in good order (IGO) transactions for new account set up while working within prescribed accuracy, productivity and service level agreements (SLAs). This includes Personal Advantage Account (US/CAD), Tax Free Savings Account (TFSA), Registered Retirement Savings Plan (RRSP), Personal Non-Registered Guaranteed Investment Certificate, RRSP Loan and Leverage Loan
•    Accountable for all in good order (IGO) Inforce non-financial transactions and straightforward financial transactions for Deposit, Investment and Mortgage products. 
•    Index incoming faxes, emails, scanned documents in the Automated Work Distributor (AWD) system in order to route work to correct business area, work type and queue.
•    Work directly with business unit in response to issues and questions regarding Manulife Bank's products and processes.
•    Follow AML guidelines and ensure enhanced due to diligence is applied for Politically Exposed Person, High Risk Clients and Bank regulations
•    Flexibility to work overtime during peak seasons and in high volume situations.    
    

We are looking for someone with: 

•    For Internal Candidate - must be meeting all the service quality and productivity metrics for the last six months (e.g., Call Quality, IAT QA, Adherence, Attendance, etc.)
•    College/University graduate preferably with a degree in Banking and Finance, Management, Accounting. - Fresh Graduates are welcome to apply. 
•    Good written and verbal communication skills using the English Language.
•    Ability to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information.
•    Ability to compose a grammatically correct, clear and concise email
•    Minimum keyboarding skills of at least 30 words per minute. Exhibits good navigation skills.
•    Candidate must have good organizational and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines.
•    Candidate must demonstrate problem solving skills.
•    Ability to apply sound judgment with strong decision making skills.

Technical Skills:

Computer Literacy
•    Ability to use the desktop computer system
•    Booting and shutting down computer, using mouse and keyboard (keyboarding)
•    Knowledge of browsers and relevant computer applications

Nice to Haves: 

Work experience in bank operations is preferred but not required.