Manulife is a leading international financial services provider, helping people make decisions easier and lives better. Help shape the future you want to see — and discover that better can take you anywhere you want to go.

JOB DESCRIPTION

Responsible for delivering superior customer service to clients and financial advisors and building customer satisfaction and loyalty. Customer requests range from basic product and contract inquiries to more complex transactions and problem resolution.

People Leader Role: No

Responsibilities:

• Deliver trusted, professional, and reliable service to MANULIFE clients and build customer satisfaction and loyalty
• Meet quality expectations to ensure a positive client experience
• Meet productivity expectations to maximize team service levels
• Provide effective and timely resolution of a range of customer inquiries
• Strike a positive and cooperative tone with both customers and coworkers
• Strive for first-call resolution of customer issues
• Translate scenarios that require problem resolution to positive service experiences
• Strengthen the perception of MANULIFE in the marketplace
• Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently
• Complete ongoing training to stay abreast of product, industry, service and policy changes
• Other duties as assigned

Job Requirements:

• Post-secondary education or high school diploma, Cantonese Speaker, Capable of using English as a professional working language.
• Customer Service or Financial Services experience a plus
• Ability to thrive in a lively working environment and manage multiple tasks
• Outstanding verbal communication skills and strong telephone etiquette
• Possess the ability to multi-task
• Flexibility and ability to adjust and succeed in a rapidly changing, fast paced call center environment
• Demonstrated problem resolution skills
• Effective listening skills
• Demonstrated computer efficiency
• Outstanding customer service skills
• Business writing skills Decision Authorities:
• Recommend process improvement enhancements to better the overall customer experience
• Clarify information, research every issue and provide solutions and/ or alternatives
• Build sustainable relationships with internal and external customers.
• Seize opportunities to offer self-service tools

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.

This job description is not a comprehensive listing of all job duties required for this role. We reserve the right to change these duties or assign additional duties at any time with or without notice

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