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.
Key Accountabilities :
Resolve or negotiate win-win solutions to client issues directly or by consulting with appropriate resources
Document and track significant client discussions or complaints; maintain current client contract records and follow-up as appropriate
Recognize and devote special attention to endangered / pampered cases
Ensure all members of customer base are informed of significant issues
Provide new and ongoing client orientation and education by : set expectations, discuss working relationship, advise of new product features and ensure understanding of proper procedures to follow
Identify trends and patterns of client issues and escalate to appropriate person
Provide quality client administration by processing all standard financial transactions on assigned caseloads
Monitor, control and minimize outstanding suspense account items
Contribute to the work systems improvement of the department by identifying barriers and providing input to solutions
Minimum Skills Requirement to Hire :
College / University graduate preferably with previous related work experience in the financial services or call center industry and demonstrated service aptitude
Ability to converse effectively using the English language.
Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service)
Ability to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information
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
Demonstrated team player with positive attitude; Consistently showing support for team and department initiatives
Demonstrated success in managing key accounts and business relationships
Takes initiative in solving problems
Takes ownership of issues / problems and follow them through to the end
Minimum keyboarding skills of at least 30 words per minute; Exhibits good navigation skills
Technical Skills :
Client Relationship Management
International Business and Multicultural Skills
Product and Service Advice and Support
Minimum Skills Requirements to Go-live :
Tools Specific Knowledge :
Demonstrated skill in utilizing business telephony and technology, which includes Avaya, Microsoft Office programs
Proficiency in relevant business tools : Apollo Mainframe, Lotus Notes, AWD, Navsmart, Rightfax, Internet Explorer-based applications
Product Specific Knowledge :
Successful completion of the four-week New Employee Training Program (NETP) and the two-week post-NETP
Product and Service proficiency
If you are ready to unleash your potential, it’s time to start your career with Manulife / John Hancock.
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.
We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers.
As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.
4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years.
With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.