Job Summary:

This role is responsible for processing, analyzing and completing financial and non-financial transactions within pre-set service turn-around-time with quality standards. The job purpose is to ensure that the processors are able to meet individual and team goals in line with the Service Level Agreement (SLA).

Key Accountabilities:

Respond to client and agent inquiries via email, live chat, or calls.Complete assigned cases within the specified turn-around times.Process transactions accurately and update systems according to established procedures.Conduct in-depth analysis of client requests and make effective decisions.Suggest improvements to current processes and team metrics.

Job Requirements:

College or University graduate of any business or financial course.At least 2 years’ experience in Financial or Insurance industry or at least 3 years customer service experience.Strong written business EnglishPrior contact centre experience with handling email and call enquiries.

Preferred Qualifications:

Demonstrates adherence to quality service with strong organizational and analytical skills.Possesses good computer skills with fast and accurate typing, and attention to detail under time constraints.Communicates ideas clearly and concisely in writing, with effective problem-solving skills.Team-oriented yet able to work independently, flexible, and adaptable to change.Capable of handling multiple tasks in a fast-paced environment and willing to work overtime as needed.

When you join our team:

We’ll empower you to learn and grow the career you want.We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Working Arrangement

Hybrid