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. 

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 $1.3 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 [email protected].