Distributor Care Senior Analyst
John Hancock Manulife
Ensure delivery of high-quality service to distributors in an efficient manner and within agreed turn-around time.
Ensure excellent service standards, respond efficiently to distributor inquiries, and maintain a high satisfaction rate.
Act as a liaison, provide information, answer questions, and resolve any emerging problems that our distributors might face with accuracy and efficiency.
Investigate through escalation in case information is not at hand to answer distributor inquiries or resolve complaints/issues.
Position Responsibilities:
Handle distributor inquiries, issues, and complaints, provide appropriate solutions and alternatives within the prescribed time limits, and follow up to ensure resolution.
Provide accurate, valid, and complete information in a timely manner by referring to company policies and procedures or the appropriate handling department.
Able communicate with a wide range of people, including distribution team members, team leads, agents and agency leaders.
Identify and assess distributor needs to achieve distributor satisfaction.
Keep records of distributor interactions and gather and report distributor feedback to serve as management insights.
Follow communication procedures, guidelines, and policies.
Effectively liaise and collaborate with the customer services department and other agency business units.
Utilize the Case Management System to manage the functions of receiving, assessing, analyzing, resolving, and documenting distributor issues and complaints in accordance with agreed requirements.
Maintain a high degree of confidentiality and judgment in dealing with sensitive information
Required Qualifications:
Any 4-year university course. Business-related course an advantage.
Customer support experience or experience as a customer / client services representative in a Life insurance setting.
Preferred Qualifications:
Understanding of sales operations an advantage.
Familiarity with case management systems and practices
Customer centric orientation and ability to adapt/respond to different types of characters
Excellent communication skills through various channels.
Strong analytical, research, problem solving, decision-making, organization, and conflict resolution skills.
Ability to multi-task, prioritize, and manage time effectively
Positive, patient, empathetic, and professional.
Able to work under pressure.
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