The opportunity:

The Customer Service Officer handles walk-in and email transactions of our customers and agents, provides the branch operations with support on routine tasks that impact the customer experience and smooth operational efficiency.

Responsibilities:

• Completing task of significant volume and of consistent practices/process
• Monitor and manage inflow of support services workflow
• Ensure that published service standards are met
• Maintain data files and uploads and perform quality control 
• Data entry in customer support systems
• Process routine transactions  and supports a manual validation processes
• Validate, maintain and update data from various sources in the field and/or Head Office,
• Researching and reconciling various integrity reports to ensure the highest level of accuracy of client information on the back office systems
• Providing timely and accurate corrections of client information for problem resolutions to related inquiries
• Supporting & processing daily customer reporting 
• Investigating, processing and responding to inquiries from Administration and Relationship Management teams
• Working with vendor and internal departments to ensure SLAs are met.
• Identifying gaps and risks in documentation.  Where necessary, create and update documentation.
• Communicate effectively to management and escalate issues where appropriate.
• Providing timely and appropriate feedback to Leader  

How will you create impact?

The role will directly report to the Cluster Lead and will work closely with branch operations and channel services team.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• Graduate of Bachelor's Degree
• Exceptional accuracy attention to detail
• Excellent research and problem resolution skills with the ability to multitask
• Strong verbal and written communication skills
• Good organization and prioritization skills to ensure deadlines are met
• Knowledge of applicable systems, products or processes
• Sound computer literacy 
• High level of customer service
• Strong organizational, prioritization, time management, customer service, and interpersonal skills
• Ability to meet deadlines 
• Able to be flexible in adjusting priorities
• Active team player
• Support continuous improvement
• Work with minimal supervision and under pressure

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

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 [email protected].

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