Description
The opportunity
Customer Service Officer handles walk in and emails transaction of our customers and agents. It’s his duty to fulfill and resolve transactions of client with proper review for first call transaction and coordination to handling team if non-first call resolution transactions.
Responsibilities
- Completing task of significant volume and 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 process
- 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.
- Processes New Business applications submitted from NBVF and over the counter
- Acceptance and processing of payments (Credit card, Debit Card, and check)
- Promoting Manulife Online and other social media platforms
- Answers emails from PHCUSTOMERCARE
- Responsible for supporting existing company policyholders through responding to inquiries, fulfilling customer requests, and performing required administrative functions.
- Provide outstanding customer service and accurate information to clients about all aspects of their accounts.
- Assist customers with any technical issues experienced with our website and escalate any issues to management appropriately.
How will you create impact?
The Customer Service Officer reports to the Cluster Lead.
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 HolderExceptional accuracy attention to detailExcellent research and problem resolution skills with the ability to multitaskStrong verbal and written communication skillsGood organization and prioritization skills to ensure deadlines are metKnowledge of applicable systems, products or processesSound computer literacyHigh level of customer serviceStrong organizational, prioritization, time management, customer service, and interpersonal skillsAbility to meet deadlinesAble to be flexible in adjusting prioritiesActive team playerSupport continuous improvementWork with minimal supervision and under pressureWhat 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 cultureWe lead with our Values every day and bring them to life together.
Boundless opportunityWe create opportunities to learn and grow at every stage of your career.
Continuous innovationWe invite you to help redefine the future of financial services.
Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives.
Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact.
The opportunity
Customer Service Officer handles walk in and emails transaction of our customers and agents. It’s his duty to fulfill and resolve transactions of client with proper review for first call transaction and coordination to handling team if non-first call resolution transactions.
Responsibilities
Completing task of significant volume and consistent practices / processMonitor and manage inflow of support services workflowEnsure that published service standards are metMaintain data files and uploads and perform quality controlData Entry in customer support systemsProcess routine transactions and supports a manual validation processValidate, maintain, and update data from various sources in the field and / or Head OfficeResearching and reconciling various integrity reports to ensure the highest level of accuracy of client information on the back-office systemsProviding timely and accurate corrections of client information for problem resolutions to related inquiriesSupporting & processing daily customer reportingInvestigating, processing, and responding to inquiries from Administration and Relationship Management TeamsWorking with vendor and internal departments to ensure SLAs are metIdentifying gaps and risks in documentation. Where necessary, create and update documentationCommunicate effectively to management and escalate issues where appropriateProviding timely and appropriate feedback to Leader.Processes New Business applications submitted from NBVF and over the counterAcceptance and processing of payments (Credit card, Debit Card, and check)Promoting Manulife Online and other social media platformsAnswers emails from PHCUSTOMERCAREResponsible for supporting existing company policyholders through responding to inquiries, fulfilling customer requests, and performing required administrative functions.Provide outstanding customer service and accurate information to clients about all aspects of their accounts.Assist customers with any technical issues experienced with our website and escalate any issues to management appropriately.How will you create impact?
The Customer Service Officer reports to the Cluster Lead.
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 HolderExceptional accuracy attention to detailExcellent research and problem resolution skills with the ability to multitaskStrong verbal and written communication skillsGood organization and prioritization skills to ensure deadlines are metKnowledge of applicable systems, products or processesSound computer literacyHigh level of customer serviceStrong organizational, prioritization, time management, customer service, and interpersonal skillsAbility to meet deadlinesAble to be flexible in adjusting prioritiesActive team playerSupport continuous improvementWork with minimal supervision and under pressureWhat 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 cultureWe lead with our Values every day and bring them to life together.
Boundless opportunityWe create opportunities to learn and grow at every stage of your career.
Continuous innovationWe invite you to help redefine the future of financial services.
Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives.
Championing Corporate CitizenshipWe 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 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
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