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Job Summary :
A Senior Customer Service Representative supports the escalation and helpline queues for JHL CSC. Serves as a primary resource for product and process-
specific concerns, he or she is responsible for delivering superior customer service to clients / financial advisors building customer satisfaction and loyalty.
Additional focus includes implementation of the organization's policies and procedures and driving Service Level Agreement goals and also acts as the officer-
in-charge in the absence of the Team Leader.
Key Accountabilities :
Establish role as a leader and senior contact within the team
Provide Help-line and Escalation support for new and tenured representatives, provide back up for supervisors in their absence, answer senior questions and work through high call volumes
Assist newer CSAs with complex problem analysis including appropriate research and resolution items, as well as escalated issues and ensure that they are handled within the turnaround time
Assist with the professional development of CSAs by acting as a mentor and assisting with training of new hires when necessary
Acquire a strong working knowledge of the tools necessary to manage the team effectively and act as a product and process knowledge resource to associates on the production floor
Help motivate team members to achieve stated team goals of productivity and quality and encourage commitment and engagement among team members
Assist with managing callbacks and CSA inbox
Send pertinent updates to the team to keep their knowledge at par with the business unit
Serve as Team Lead back up and assists in completing reportorial requirements
Review / Quality Control transactions and processing items as necessary
Act as a Resource for user acceptance training (UAT)
Assist in coordinating team meetings and agendas
Develop effective means of communication with other departments
Act as a point of contact for key customer relationships
Provide coaching to associates for to successfully improve the performance
Coordinate with other departments to determine client / client request eligibility and status
Contribute to corporate development through process design initiatives, participation in various trainings, for and other MBPS processes and activities.
Minimum Skills Requirement to Hire :
At least 1 year tenure as a JHL Client Services Representative or as defined by the Business Unit
Must have delivered at least a meets rating on all defined metrics / targets in the past 6 months; demonstrated competency in ALL call types.
No attendance issues or disciplinary actions in the last 6 months
Must have completed training on Traditional Life, Variable Life and Universal Life policies
Candidate should not have any attendance issues or any disciplinary action in the last 6 months
Previous experience as an Escalation Officer and / or Phone Supervisor
Completed training on Problem Solving & Decision Making (SIL), Fixing the Feelings and Framing an Effective Participant Conversation (Call Center Training Team) and Effective Presentation Skills
Excellent Relationship Management and Service Skills. Demonstrated ability in identifying and resolve CSA, Client / Internal partner needs and create comprehensive action plans and next steps
Demonstrated coaching skills. Ability to mitigate, plan and act on identified product, procedural and behavioral opportunities
Ability to converse effectively in the English language. BUPLAS Verbal Assessment scores in the Pronunciation / Language / Discourse / Interactive domains are : 4.0 / 4.0 / 4.0 / 4.0
Ability to compose a grammatically correct, concise, and accurate paragraph / essay. BUPLAS Written Assessment scores in the Language / Discourse / Audience Awareness / Task Fulfillment domains are : 4.0 / 4.0 / 4.0 / 4.0
communicates processes effectively
Strong team orientation. Establishes strong and positive rapport and peer relationships and business partners
Sets high standards for personal performance. Demonstrates the ability to multi task, completes required non-phone tasks efficiently and accurately
Technical Skills : Computer Literate
Client Relationship Management
Product and Service Advice and Support
Quality Management and Assurance
Minimum Skills Requirements to Go-live :
Product Specific Knowledge :
Strong knowledge on all JHL Customer Service products and processes.
Comprehensive knowledge of products, systems, operations, and distribution channels
Process Specific Knowledge :
Good understanding with the implemented processes within the team, specifically in escalating transactions to the correct operations team to ensure efficiency.
Demonstrates clear understanding of Call Quality standards and relevant expectations business and compliance processes to provide an added value feedback to the associates when doing side-
by-side call monitoring or through escalations.
Tools Specific Knowledge :
Efficient and accurate in keeping track of escalations via sharepoint.
Good knowledge in using Avaya IQ to help monitor the queue in the absence of the leader.
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.