Customer Service Professional (Canadian Group Benefits)
Lapu Lapu City, PH
2h ago

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.

The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Customer Service Representatives with the resources to solve critical problems for the future of our business, which is why we need you.

What motivates you?

  • You obsess about customers, listen, engage and act for their benefit
  • You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes
  • You thrive in teams, and enjoy getting things done together
  • You take ownership and build solutions, focusing on what matters
  • You do what is right, work with integrity and speak up
  • You share your humanity, helping us build a diverse and inclusive work environment for everyone
  • We are looking for someone with :

  • Preferably with work experience in a medical related call center
  • Must meet or exceed job expectations and pass all performance metrics in his current team. This is applicable for internal hire.
  • Ability to use the desktop computer system
  • Booting and shutting down computer, using mouse and keyboard
  • Toggling between multiple applications during each transaction
  • Ability to use email
  • Composing and sending emails
  • Proficient in the use of Microsoft Office
  • Experience within a medical and mathematical environment and a strong knowledge and confidence in using medical or financial terminologies (preferred but not required)
  • Nice to Haves :

    Excellent verbal and written communication skills

  • Ability to compose a grammatically correct, concise and accurate paragraph or request
  • Ability to correctly document different banking transactions
  • Ability to understand Canadian slang particularly the terms used in the banking environment
  • Ability to proactively respond to situations or banking requests

  • Decision making
  • Follow up questions
  • Influencing others to act in the best interest of the clients
  • Is patient in handling difficult clients
  • Strong customer service skills

  • Empathy
  • Taking ownership of the call
  • Manage deadlines, address urgent cases effectively and recommend solutions
  • Ability to multitask in the given standard handling time.

    Ability to understand simple medical / financial process or principles

  • Additional information regarding medical and financial insurance principles is an advantage
  • Ability to fully grasp financial / medical terminologies and transactions

    Able to follow product and process protocol

    Able to determine the proper follow up questions for a specific transaction

    On the job you will :

  • Provide accurate Health and Dental benefit coverage including its limitations and conditions
  • Provide Life and Disability benefit or refer to the appropriate contact people as necessary
  • Update Plan member and / or dependent information or refer to appropriate contact people as necessary
  • Determine if claim processed are accurate based on the provisions of the contract and have it processed or adjusted accordingly
  • Provide assistance to Plan members regarding their plan member site if they’re having any issues
  • Coordinate with other departments to determine claim eligibility and status
  • Our commitment to you

  • Our mission; to be a part of making Decisions Easier and Lives Better
  • A leadership team dedicated to your growth and success
  • A bold ambition and set of goals to be a leader in driving transformation in our industry
  • Our best. Every day.
  • Learn more about opportunities with us at

    If you are ready to unleash your potential, it’s time to start your career with Manulife / John Hancock.

    About Manulife

    Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

    With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States.

    We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.

    At the end of 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers.

    As of March 31, 2020, we had $1.2 trillion (US$0.8 trillion) in assets under management and administration, and in the previous 12 months we made $30.

    4 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 155 years.

    We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

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