Bank Customer Service Representative Quezon City

The Opportunity

The customer is the focus of everything we do and millions of end users rely on our products daily. We believe in the value of empowering Bank Customer Service Representatives with the resources to solve critical problems for the future of our business which is why we need you.

Manulife Contact Center is looking for individuals genuinely excited to help our customers. They will engage and connect with clients across the United States and Canada to provide product and services information and help resolve emerging concerns.

Role Responsibilities

• Serve as the primary point of contact for Manulife Bank customers business account holders and advisors delivering exceptional customer service across multiple banking products and services.

• Handle inbound customer inquiries and provide accurate timely and professional resolutions to customer concerns and requests.

• Educate customers business account holders and advisors on banking products policies procedures and digital banking tools.

• Support client and advisor servicing needs related to savings accounts chequing accounts investments mortgages loans credit cards and online banking services.

• Investigate and resolve complex customer issues while balancing customer satisfaction operational requirements and risk management considerations.

• Adhere to authentication privacy security regulatory and fraud prevention requirements in all customer interactions.

• Accurately document customer interactions transactions and case resolutions within applicable systems.

• Navigate multiple banking systems applications and knowledge resources efficiently while maintaining a high level of accuracy and productivity.

• Collaborate with internal business partners advisors and support teams to deliver seamless customer experiences and resolve customer concerns.

• Stay current on banking products processes technologies and regulatory changes to ensure compliance and service excellence.

• Demonstrate ownership and accountability by managing customer concerns through to complete resolution.

• Contribute to a positive team environment while supporting department goals service levels and customer satisfaction objectives.

Required Qualifications

• EDUCATION: Completed at least two years in college without failing/back subjects

• EXPERIENCE:At least 1 year call center experience providing voice customer service support for an international retail banking account

• SCHEDULE: Amenability to work on shifting schedules weekends and Philippine holidays (when needed)

• LOCATION: Amenability to work in U.P. Ayala Land Techno Hub Quezon City

• HYBRID WORK ARRANGEMENT: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)

Preferred Qualifications

• Experience supporting banking products such as deposits investments mortgages loans credit cards or digital banking services.

• Previous experience in a contact center or customer support environment within the financial services industry.

• Knowledge of Canadian banking products regulations and industry practices.

• Experience working with customer relationship management (CRM) systems and banking platforms.

• Proven ability to identify opportunities to improve customer experience and service processes.

• Demonstrated adaptability and learning agility in highly regulated or rapidly changing environments.

• Experience supporting advisors business account holders or high-value client relationships.

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.

Join us now!

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
Experience: years
Vacancy: 1