Tax Operations Representative

The Tax Operation team is seeking a Bilingual Tax Operations Representative to join our dynamic team. The ideal candidate will thrive in a fast-paced environment, possess strong technical abilities, and demonstrate agility in handling customer inquiries. Our team values empathy and seeks individuals who are passionate about helping others. We believe in empowering employees to take initiative and grow within the company.

In our operations team, we love working together and learning from each other, all while serving customers with the highest level of dedication. That's why this role is a mix of in-office and remote work, with team members in the office on Tuesdays through Thursdays. This hybrid model not only supports work-life balance but also fosters collaboration and innovation, which are essential as we strive to grow the business.

Reporting to the Manager of Tax Operations, the incumbent of the position is primarily responsible for handling advisor and customer interactions—including both outbound calls and incoming inquiries—for transactions relating to individual insurance taxation with varying levels of complexity.

This role will be collaborating with various individuals within the tax team and internal stakeholders across Manulife. The role will involve a variety of tasks and functions including:

• Provide exceptional customer service to policyholders, agents, and other collaborators in both French and English languages through outbound calls and emails.

• Respond to customer inquiries, assess issues, and deliver detailed, proactive solutions.

• Meet daily service level agreements with high accuracy.

• Demonstrate emotional intelligence and understanding in all interactions to build positive relationships with customers and advisors.

• Contribute to the success of the Tax team by supporting additional tasks and initiatives as assigned.

• Proven experience working in a fast-paced customer service environment. A minimum of 3 years of experience in a similar role is preferred.

• Self-started with ability to work with minimal direct supervision.

• Strong technical skills and ability to navigate multiple computer systems and software applications.

• Ability to learn and understand basic Tax concepts.

• Ability to shift quickly and adapt to change.

• Ability to work in a fast-paced environment.

• Fully bilingual (French/English):
  The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

• Ability to learn new software/system applications quickly

• Demonstrates initiative, attention to detail, and decision-making skills

• Strong interpersonal skills and verbal and written communication skills

• Solid problem-solving skills

• Ability to respond positively and constructively to challenges and opportunities

• Organizational skills and ability to multitask

• Consistently responds to challenges and opportunities in a positive and productive manner

• Proficient in Excel (ability to do Pivot tables, VLOOKUPs, sorting and handling large amounts of data)

• Consistently meet or exceed productivity, quality and service standard objectives.

• Multi-task and prioritize daily to maintain workload and to address urgent/rush cases.

• The versatility to do many different types of work within the business area.

• Consistent demonstration of flexibility and adaptability in a rapidly changing environment.

• Confidently communicate (written or phone) with internal, external clients, sponsors, agents and brokers in a courteous and professional manner

• Routinely demonstrate ownership and accountability of all re‑quests in a proactive rather than reactive manner.

• We’ll empower you to learn…