The opportunity

The Customer Care Senior Assistant is responsible for supporting existing company policyholders through answering telephone calls, responding to inquiries, fulfilling customer requests, and performing required administrative functions.

Responsibilities

• Handles inbound calls, and ensure calls are answered within the service level threshold.

• Analyze the situation through a review of policies and understanding the oot cause in order to make sound and logical decision.

• Work in a fast-paced environment where achieving target service levels (80% of call answered in 20 seconds) are top priority.

• Provide outstanding customer service and accurate information to inbound callers about all aspects of their accounts.

• Reference multiple on-line resources effectively while simultaneously conversing with customers;

• Partner across the organization to research and resolve complex inquiries & concern

• Work in a fast-paced environment where achieving target service levels (80% of call answered in 20 seconds) are top priority.

• Build quick rapport with participants within the span of a phone call achieving first call resolution

• Assist customers with any technical issues experienced with our website and escalate any issues to management appropriately.

• Negotiate 'win-win' solutions to participant inquiries and issues directly or by consulting with appropriate resources

• Document and track significant discussions or complaints. Initiate follow-up as appropriate

• Identify trends and patterns of participant issues, and escalate to appropriate resources

How will you create impact?

The role reports directly to the Contact Center Lead, under Customer Care Department.

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

• Bachelor's Degree Holder with previous work experience in a financial services 'call-center' environment with demonstrated service aptitude.

• 1-2 years of customer service, insurance or financial services, complaints management or contact center experience, or equivalent demonstrated through one or a combination of the following: work experience, training and education.

• Ability to work in a department where calls are monitored and coached on a regular basis to provide constructive feedback for immediate improvement and personal development

•  Ability to develop quick rapport with customer base by demonstrating excellent interpersonal and communication skills

• Demonstrated ability to thrive in a fast paced, team-oriented environment

• Excellent communication, problem solving and time management skills

• Computer literate with proficient keyboarding skills and the ability to learn and adapt to new software applications

• Ability to learn quickly and remain calm under pressure, especially when faced with irate customer calls

• Excellent listening skills and the ability to ask probing questions to understand participant concerns

• Solid organizational and priority management skills, particularly in an environment of rapid change

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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