We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Working Arrangement
Hybrid
Job Description
Key Accountabilities:
Respond effectively to client's or agents general inquiry via email, live chat or calls
Ensure that all cases assigned are completed within the turn-around-times
Process transactions and capture information to system according to established methods and procedures
Constantly increase the number of knowledgeable functions handled by the team
Handle transactions accurately with minimum supervision
Conduct in-depth analysis on all clients requests and make effective decisions whenever necessary
Assist colleagues during business peak season or high volume days
Suggest ways on how to improve the current process and team metrics
Give regular updates on the current performance of the team or individual when deemed necessary
Such other duties and functions as assigned by Operations Management
Job Requirements:
College or University graduate of any business or financial course
At least 2 years experience in Financial or Insurance industry or customer service experience
Strong written business English (candidate required to complete an email test, SG to provide the test script for potential candidate)
Prior contact centre experience with handling email and call enquiries preferred
Adherence to quality service
Good computer skills and with fast and accurate typing
Good organization and analytical skills
Ability to express ideas clearly and concisely in writing and verbally
Careful and attentive to detail even when under time-constraints
Team-oriented yet able to work independently
Willing to render overtime work as needed
Flexible and adaptable to change
Proven ability to balance approach in different levels of transactions
Effective communication and problem-solving skills
Willingness to experiment and take risks
Can handle multiple tasks in a fast-paced environment
Desired Competencies:
Compelling Communication
Global Perspective
Executing with Excellence
Knowing the Business
Solution Focused
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $
- 3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as MFC on the Toronto, New York, and the Philippine stock exchanges, and under 945 in Hong Kong.
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 [Confidential Information] .
