Officer, Customer Service
Officer, Customer Service
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Job Description
The position is accountable for providing quality phone-based customer service to callers. Requires advanced knowledge of products and processes to research and provide solutions to complex issues that fall outside normal processes.
Position Responsibilities:
Respond within service standards to all incoming calls from clients and brokers
Provide information regarding account details payments / transactions products and application status to clients and brokers
Provide professional high quality service to internal and external customers
Provide operations support for Boston and Manila including resolving escalated customer complaints
Effectively utilize leadership skills to support and contribute to team goals
Leverage multiple computer-based administration systems to resolve complex issues
Set and meet client expectations for complex issue resolution and follow-up with client within an established specified timeframe
Refer complex situations to Team Leaders for review and/or exception approval
Assist with quality monitoring of calls to ensure compliance with proper policies and procedures
Understand how metrics quality and engagement impact the business
Other duties as assigned
Required Qualifications:
Associates Degree required
2 years call center experience required
Long-Term Care product experience required
Possess advanced knowledge of products systems policies and procedures
Possess and demonstrate strong leadership skills
Excellent verbal communication skills and effective listening skills required
Demonstrates commitment to quality
Utilize excellent organization and multi-tasking skills
Possess advanced understanding of internal business processes and work flows Decision Authorities:
Review complex situations and escalate as necessary for further review or approval
Observe and make recommendations to ensure compliance with proper policies and procedures
Managing the performance of others when needed
Following up through on inquiries and projects to ensure completion
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:
Unclear Seniority
Employment Type
Full-Time
