The Distributor Relations & Learning team is looking for a dynamic individual who will play a crucial role in ensuring our clients have a seamless and positive experience with our Vitality program. This position is responsible for attending meetings, following up with clients, and ensuring they are successfully onboarded and ready to utilize the Vitality program to its fullest potential. Working independently, the position is expected to create and maintain strong internal and external customer relationships, exceed our service level commitments, and look for opportunities to improve our service quality. Individuals who are successful in this role are engaged, responsive, collaborative, and passionate about their roles within a team that has direct contact with our customers. **Position Responsibilities:** + Engage with clients through meetings and regular follow-ups to address their needs, ensure satisfaction, and provide ongoing support for the Vitality program. + Guide clients through the onboarding process, offering personalized assistance to ensure they understand and can effectively use the Vitality program. + Maintain communication to encourage client participation, monitor progress, and motivate them towards achieving health and wellness goals. + Keep precise records of client interactions and progress, prepare management reports, and handle escalated calls with empathy. + Collaborate with internal teams for effective case management, contribute to process improvements, and stay updated on business and technology changes. **Required Qualifications:** + Minimum 2 years’ experience in a customer support role + Knowledge in Term Whole Life, Universal Life & Vitality season trained + Solid understanding of systems such as AWD, Mainframe and Salesforce + Solid understanding using computer systems and software applications. **Preferred Qualifications:** + **Nice to Have: Bilingual (French & English)** - The successful candidate could have to also communicate in French to support clients from various jurisdictions including Quebec. + **Nice to Have: Bilingual (English & Mandarin)** - The successful candidate could have to also communicate in Mandarin to support clients from various jurisdictions. + Strong analytical, research, problem-solving, decision-making and escalation management skills + Solid understanding of the different needs of our customers, and a customer-centric vision + A passion for health, wellness, and helping others achieve their goals. + Demonstrated professionalism and sound judgement + Excellent organization and prioritization skills, as well as time management skills + Adaptability in a fast-paced, changing environment **When you join our team:** + We’ll empower you to learn and grow the career you want. + We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. + As part of our global team, we’ll support you in shaping the future you want to see. **\#LI-REMOTE** **About Manulife and John Hancock** Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html . **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 . **Primary Location** CAN, Quebec - Full Time Remote **Working Arrangement** Remote **Salary range is expected to be between** $44,775.00 CAD - $74,625.00 CAD If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. Manulife offers eligible employees a wide array of customizable benefits, including 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. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. 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. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.