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Job Description Summary
Provides customer service to incoming calls pertaining to Inforce Individual Insurance policies and products. Customer Service Professionals are expected to professionally represent the company and the organization through efficient and effective handling of end-
user (policyholders and advisors) facing concerns and inquiries.
Key Accountabilities :
Accurate and concise process of client service requests at initial point of contact utilizing multiple administrative systems within the defined service standards
Ensure all client requests are logged in our call tracking system in order that we can provide problem management for all outstanding customer inquiries through escalation, client communication, review and reporting.
Manage communications in service situations and deliver recovery management communications.
Assist in maintaining area knowledge databases and procedures by providing updates, corrections, best practices to appropriate department resource.
Create and maintain strong collaborative team and customer working relationships while providing excellent customer service.
Minimum Skills Requirement to Hire :
College / University graduate with financial background or previous related work experience in the financial services or call center industry and demonstrated service aptitude
Candidate must have at least one year tenure in their current position (for internal applicants only)
Candidate must meet job expectations and pass all performance metrics in his / her current Unit (for internal applicants only)
Candidate must have excellent written and verbal communication skills. Ability to converse effectively using the English language.
BUPLAS Verbal Assessment scores in the Pronunciation / Language / Discourse / Interactive domains are : 3.5 / 3.5 / 4 / 3.5
Candidate must be able to compose a grammatically correct, clear and concise paragraph / essay. BUPLAS Written Assessment scores in the Language / / Discourse / Audience Awareness / Task Fulfillment domains are : 4 / 3.5 / 4 / 4.0
Candidate must demonstrate strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service).
Candidate must have the ability to clearly understand and act on presented problem statement
Candidate must exhibit good navigation skills. Minimum keyboarding skills of at least 30 words per minute.
Candidate must have good organizational and time management skills
Candidate must demonstrate good problem solving skills.
Technical Skills :
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, Avaya Wall Board, Avaya Desktop, and Total View Webstation.
Proficiency in relevant business tools : BOSS Knowledge Database, Mainframe, AWD, Internet Explorer-based applications.
Product Specific Knowledge :
Successful completion of the five-week New Employee Training Program (NETP).
Knowledge of the IIC' products and services.
Process Specific Knowledge :
Knowledge of the IIC Customer Service principles and practices.
Ability to follow the escalation procedures
Ability to work independently with minimal supervision. Leverages available tools and resources in researching required participant information.
Ability to perform / process account changes with minimal errors.
Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions.
We operate 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 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers.
At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers.
Our principal operations are in Asia, Canada and the United States 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.
Manulife is committed to supporting a culture of diversity and accessibility across the organization. It is our priority to remove barriers to provide equal access to employment.
A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation.
Information received regarding the accommodation needs of applicants will be addressed confidentially.