Broker Sales Support Specialist – Manulife Financial

Manulife Financial Published: March 7, 2017
Anywhere - this is a work from home opportunity, Canada
Job Type
Contact Name
Lindsay MacDonald


Support Brokers/Agents with their day to day and non-routine requirements in order to increase the quantity and quality of insurance applications in the marketplace.


  • Efficiently & knowledgeably respond to broker inquiries ranging from compensation, Sales processes, Application status- Product Training received through the telephone and/or email
  • Effectively listen and engage Brokers in order to be better able to understand and anticipate their needs in an effort to resolve their issues with one contact
  • Take ownership and follow up with Broker and related business functions until situations are resolved to the best of our ability.
  • Escalate / facilitate inquiries that are unresolved or outside the authority of CSIA
  • Ensure required Agreements between CSIA and brokers are signed -executed -authorized and filed in BRMS in accordance with SLA
  • Ensure the confidentiality and security of all broker/client information is protected.
  • Make outbound calls to agents with zero apps
  • Share learning with the team
  • Actively engage and participate with the National Broker Sales Support Team
  • Provide ongoing in-field support to the Account Managers
  • Support team-mates as needed during peak times
  • Flexibility in work hours as needed to meet deadlines and/or meet changing client behaviours
  • Improve / safeguard the quality of our client contact and record information by ensuring that data entry in BRMS and Salesforce (and other systems as appropriate) is completed in a timely and accurate manner – following procedures & training provided (post FICOM)
  • Work with the Sales Director and / or Sales Support Specialist colleagues in order to identify and participate in business initiatives focused on increasing the quality & quantity of insurance applications
  • Identify & share best practices and productivity improvements
  • Execute on FICOM related changes as required
  • Participate in improvement processes run by Ambassador of client experiences
  • Work with the Sales Director and / or Sales Support Specialist colleagues in order to identify and participate in business initiatives focused on increasing the quality & quantity of referrals.
  • Develop an awareness and basic understanding of Regulatory &/or industry changes that influence the insurance business in Ontario/Atlantic/Quebec
  • Candidate is Life Licensed or will complete their Life Licensing qualifications within an agreed time frame
  • To be monitored using broker feedback received through the survey in addition to any received through brokers directly


Experience: Office administrator with strong customer service background and operational experience in the financial service field, in particular, knowledge of insurance and mortgages. Life Licensed is an asset & candidate must be willing and able to complete this designation within set timeframe.

Technical Competencies (e.g. job-related technology, equipment, language, protocols, standards etc.):

  • Proficiency with Excel, Word, Power Point, Lotus Notes.
  • Self-motivated with personal initiative, customer focus, excellent customer service skills, good analytical and problem solving skills, excellent organizational and time management skills.
  • Work independently with minimal guidance from supervisor with regard to position scope and/or planning of work.
  • Is life licensed or willing to become life licensed
  • Ability to prioritize & manage multiple priorities & deadlines
  • Proficient at data-entry
  • Very comfortable with Excel – PowerPoint
  • Highly proficient written and verbal communication skills
  • Proficient Word
  • Interest or experience in sales an asset


Other Competencies:

  • Good team player. Willingness to offer support to others as the need arises
  • Innovative thinker
  • Natural leadership


If you're interested, please apply via:


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