Customer Service Professional
7d 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.

Job Summary : Responsible for delivering superior customer service to clients / financial advisors and building customer satisfaction and loyalty.

Customer requests range from basic product and contract inquiries to more complex transactions and problem resolution. Take inbound and do outbound calls from / to policy holders / advisors / third party authorized representatives and answer questions regarding their policy and the policy they are servicing. Key Accountabilities :

  • Respond within department service standards to all telephone calls from clients and advisors by providing account information regarding a broad range of subject areas such as product information, procedures, tax, transaction and investments
  • Research and administration of routine and some complex IGO financial and non-financial transactions on applicable systems for clients and / or advisors while providing quality service
  • Identifies and solves most basic and some complex problems based on an understanding of the customer needs, using investigation and established guidelines
  • Manage time effectively within a high volume schedule and structured work environment
  • Process non-financial requests such as address changes, name changes and corrections on systems over the phone and route calls to other departments as needed
  • Meet quality expectations to ensure a positive client experience; meet productivity expectations to maximize team service levels
  • Responsible in creating and maintaining a strong collaborative team and customer working relationships while providing excellent customer service
  • Complete ongoing training to stay abreast of product, industry service and policy changes
  • Determine rationale behind presented issues; educate client on required processes
  • Coordinate with other departments to determine request eligibility and status
  • Resolve or negotiate win-win solutions to customer issues directly or by consulting with appropriate resources
  • Document and track significant participant discussions or complaints.
  • Follow-up customer calls when necessary
  • Qualifications

    Minimum Skills Requirement to Hire :

  • College / University graduate preferably Business or Finance related courses or with previous related work experience in the financial services or call center industry and demonstrated service aptitude
  • Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service)
  • Minimum keyboarding skills of at least 30 words per minute. Ability to multi-task and navigate multiple applications at the same time.
  • Ability to converse effectively using the English language.
  • Ability to compose a grammatically correct, clear and concise paragraph / essay.
  • Candidate must demonstrate problem solving skills; must meet at least a 3-Moderate rating in all competency interview questions
  • Ability to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information
  • Ability to work independently and in a team environment
  • Technical Skills :

  • International Business and Multicultural Skills
  • Product and Service Advice and Support
  • Product Knowledge
  • Nice to have : Knowledge of Investment products 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.

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