Distributor Care Senior Analyst
Distributor Care Senior Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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:
Well empower you to learn and grow the career you want.
Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team well 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 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 .
Working Arrangement
Required Experience:
Senior IC
Employment Type
Full-Time
