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.
This entry level customer service professional role provides day-to-day account support and answers inbound calls for the line of business it supports.
Each service representative is responsible for providing high-quality service to Manulife / John Hancock callers by responding effectively to questions, requests and complaints.
The individuals in this role need to have a strong command of the Manulife / John Hancock’s customer service policies, and strong product knowledge that is critical for offering quick and accurate assistance to customers.
Answer incoming customer calls regarding policy / contract information, issues, service questions and general client concerns
Deliver excellent customer service by accurately and efficiently answering customer inquiries and request
Resolve or negotiate win-win solutions to caller issues directly or by consulting with appropriate resources
Documentand track significant caller discussions or complaints
Follow-up customer calls whenever necessary
Regularly communicate significant production updates and challenges to management as well as to the business unit in a timely manner, in verbal and written formats
Work with the management team to stay updated on product knowledge and be informed of any process changes
Assist with various special projects as needed
Preferably with previous related-work experience in the financial services or call center industry, and demonstrate service aptitude
Ability to converse effectively using the Englishlanguage.
Ability to compose a grammatically correct, clear and concise paragraph / essay.
Minimum keyboarding skills of at least 30 words per minute. Ability to multi-task and navigate multiple applications at the same time
Demonstrates skills in utilizing business telephony and technology, which includes Avaya, Avaya Wall Board, Avaya, Mainframe / Salesforce, AWD, Microsoft Office and web-based applications
Professional attitude and strong client service orientation; creates positive interactions with customers
Collaborative and results-oriented
Excellent analytical and diagnostic skills in managing customer calls
Ability to follow the escalation procedures
Proactively promote client centricity and maintain a high level of professionalism
Ability to work independently with minimal supervision. Leverages available tools and resources in researching required customer information
Demonstrates flexibility in the face of ambiguous situations, shifting demands, and challenging work environments. Use diplomacy and tact to resolve difficult situations.
Escalate more serious issues to management
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.