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Job Summary This position is accountable for providing professional customer service thru telephone in accordance with the inbound / outbound superior call handling criteria.
Duties and tasks reflect substantial variety and complexity. Assignments are broad in nature. May serve as a resource to others in the resolution of complex problems and issues.
The position is expected to provide a legendary service that leads to a great customer experience with our policyholders and agents.
He / She is expected to understand and satisfy the customer’s requirements and aim to exceed their expectations. The position likewise calls for adapting the cycle of continuous improvement (Explore, Agree, Deliver and Assure) in every call receive to help build a stronger partnership and foundation of trust with our clients.
Note : Varying ranks may be assigned / accorded to person in this role due to differences in assignments and responsibilities. Key Accountabilities
Answer e-mails / calls professionally and in accordance with the call handling criteria
Knows the processes and systems to be able to handle concerns and issues
Responds promptly and reliably to customer inquiries and request
Provides proper and timely response to issues presented by clients
Identify and escalate most complex issues as necessary in a timely manner and monitor resolution
Process / update policy to reflect changes on service requests like Address Change, Contact information update, Certification letters on SLPO, and other pertinent details on the policy and values.
Report any computer system error or concerns found which affects daily processing, track progress and ensure problem log closing
Perform the cycle of Explore, Agree, Deliver and Assure in every call receive
Monitor pending transactions or request endorsed to other department
Complete and timely update of call logs
Ensure documentation for transactions are complete and sent for imaging on a timely basis
Assist in orienting and training lower level employees
Prepares and ensures timely and accurate submission of monthly assigned reports
In the absence of Team Leader / co-members, to assist / support in the handling of urgent / important matters
Support co-team members during peak hours
Any other tasks or projects assigned from time to time, within or beyond working hours as needed.
Participate and support department / company initiatives to improve staff engagement
Ensure confidentiality of information and careful oversight of data
Minimum Skills Requirement to Hire A. Qualifications
Preferably with previous related work experience in the financial services or call center industry and demonstrated service aptitude
Candidate must be meeting job expectations for the last 12 months
Must not have any attendance issues and any disciplinary action
Strong customer service skills (quickly and effectively solves client problems, ability to build rapport, selects language and tailors the content of speech / writing to the level and experience of audience)
Strong interpersonal skills with proven ability to influence and negotiate, to diffuse, reconcile and remedy customer issues and create win-win solutions
Demonstrates problem solving and critical thinking skills; to detect problems in process / procedures or learning, identify root causes, generate ideas and propose solutions
Strong Communication skills. Demonstrated ability to compose grammatically correct, clear and concise verbal and written communication (BUPLAS Voice : 3 / 3 / 3.
5 / 3.5 Writing : 3 / 3 / 3.5 / 3.5)
Nice to have : Knowledge on Life Insurance products, Certificate or Diploma in Life Insurance and LOMA Courses, Call Center experience handling either inbound calls or e-mails
B. Technical Skills
Client Relationship Management
International Business and Multicultural Skills
Product and Service Advise and Support
Minimum Skills Requirement to Go-live
A. Tools Specific Knowledge
Demonstrates skills in utilizing MS Office Word, Powerpoint and Excel applications
Exhibits high level of proficiency in relevant business tools : knowledge based tools, O365, SharePoint, web-based applications
Demonstrated skill in utilizing business telephony and technology, which includes Avaya, Usup / UAgent and Witness (Verint)
B. Product Specific Knowledge
Demonstrates knowledge of the Manulife Philippines products and services
Successful completion of New hire Employee Training Program (NETP)
C. Process Specific Knowledge
Demonstrated strong attention to detail and problem-solving skills
Ability to follow the escalation procedures
Recognizes and acts on learning opportunities to give positive and constructive feedback that is useful and appropriate
Ability to work independently with minimal supervision. Leverages available tools and resources in researching required account owner / policyholder or agents.
About Manulife 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. Shift : 24 / 7 including Philippine Holidays