Quezon City, PH
2d ago

Job Description :

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Summary :

  • Answer incoming calls through the John Hancock’s toll-free participant phone service. Each service rep is expected to provide high-quality service to 401k participants by responding effectively to questions, issues and problems;
  • provide cohesive instructions to callers and transfer calls to Resource Officers for escalated concerns. Key Accountabilities :

  • Resolve or negotiate win-win solutions to participants issues directly or by consulting with appropriate resources
  • Document and track significant participant discussions or complaints.
  • Process investment changes (Inter Account Transfers - IAT) over the phone.
  • Follow-up customer calls when necessary
  • Assist participants with participant website related questions.
  • Minimum Skills Requirement to Hire :

  • EDUCATION : At least 2 years of college (with 1 year experience OR college graduate (no experience)
  • For Bilingual representatives, Language (Spanish) skills must at least be intermediate level.
  • Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service).
  • Ability to converse effectively using the English or Spanish language.
  • Ability to compose a grammatically correct, clear and concise paragraph / essay.
  • Ability to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information.
  • Minimum keyboarding skills of at least 30 words per minute. Ability to multi-task and navigate multiple applications at the same time.
  • Apply
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