Sr. Customer Service Analyst (Cantonese)
John Hancock Manulife
JOB DESCRIPTION
Accountable for providing quality, phone-based customer service to callers. Requires advanced knowledge of products and processes to research and provide solutions to complex issues that fall outside normal processes. Provide back-up for Team Leaders as needed.
People Leader Role: No
Responsibilities:
• Respond, within service standards, to all incoming calls from clients and brokers
• Provide information regarding account details, payments / transactions, products and application status to clients and brokers
• Provide professional, high quality service to internal and external customers
• Provide operations support for Boston and Manila, including resolving escalated customer complaints
• Effectively utilize leadership skills to support and contribute to team goals
• Leverage multiple computer-based administration systems to resolve complex issues
• Set and meet client expectations for complex issue resolution and follow-up with client within an established, specified timeframe
• Refer complex situations to Team Leaders for review and/or exception approval
• Assist with quality monitoring of calls to ensure compliance with proper policies and procedures
• Understand how metrics, quality, and engagement impact the business
• Other duties as assigned
Shared Responsibilities
• Assists with training of the team; such as new-hire training, cross-training, and one-on-one development
• Work with other areas to create and validate training documents, as well as offer suggestions for process improvements as needed
Job Requirements:
• Associates Degree required
• 2+ years call center experience required
• Long-Term Care product experience required
• Possess advanced knowledge of products, systems, policies, and procedures
• Possess and demonstrate strong leadership skills
• Excellent verbal communication skills and effective listening skills required
• Proficient knowledge of Microsoft Office
• Ability to pay attention to detail
• Demonstrates commitment to quality
• Utilize excellent organization and multi-tasking skills
• Possess advanced understanding of internal business processes and work flows Decision Authorities:
• Review complex situations and escalate as necessary for further review or approval
• Observe and make recommendations to ensure compliance with proper policies and procedures
• Managing the performance of others when needed
• Following up through on inquiries and projects to ensure completion
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