Customer Service Professional
24d 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 Description Summary Take inbound and do outbound calls from / to Plan members / dependents / Providers and answer questions regarding their Health and Dental Insurance, Life, Disability and Internet issues. Job Description

  • 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
  • Qualifications

    Job Qualifications Educational Preferences : College or University graduate

  • Related work experience with a medical related call center experience (preferred but not required)
  • Minimum of 1 year call center experience
  • Must meet or exceed job expectations and pass all performance metrics in his current team
  • Must Have Skills : Technical Skills

  • 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
  • Ability to use phone system (Avaya) Logging in and out Aux codes routing Transferring and receiving calls
  • 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)
  • Soft Skills

  • 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
  • Product Specific Knowledge

  • 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
  • Process Specific Knowledge

  • Able to follow product and process protocol
  • Able to determine the proper follow up questions for a specific transaction
  • Nice to Have Skills : Minimum Skills Requirement to Go-live :

  • Successful completion of the two week New Hire training program of HR
  • Successful completion of the New Hire product training program
  • Knowledge of the CGB transactions and terminologies by passing the weekly tests and graded mock calls given by the trainer
  • Should be able to pass Warranty Week’
  • Full understanding of the transactions used for day-to-day banking and basic card transactions
  • Able to manage and use the team’s blog site, job aides and trackers
  • Able to update and complete transactions or requests
  • Good multi-tasking skills
  • Checking and updating the account
  • Technical Skills

  • Ability to use email Receiving and sending Updating the system Attaching and completing documents via email
  • Ability to use the phone system (Avaya) Logging in and out Aux codes routing Transferring and receiving calls
  • Product Specific Knowledge

  • Knowledge of the CGB transactions and terminologies
  • Proficient in using all CGB tools by passing weekly tests given by the trainer AWD Knowledge Data Base Repsource IEX Verint
  • Full understanding of the transaction process Health and Dental Flex TTC
  • Process Specific Knowledge

  • Able to follow the CGB transaction process Provide and explain coverage information for health, dental, life and disability for members Explain claim or any claim concerns of the clients Basic account maintenance for members Send requests for claims, reversals, and adjustments Assist EE with navigation on online site Basic troubleshooting for PM site Ordering of health card for EE Provide assistance to third party (providers, organizations, plan admin) Process letter or statement requests
  • 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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