contact centre - jh group annuity client ServicesManulife - Agnes Yung

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations. Job Description Key Ac Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations. Job Description Key Accountabilities: Resolve or negotiate "win-win" solutions to client issues directly or by consulting with appropriate resources Document and track significant client discussions or complaints; maintain current client contract records and follow-up as appropriate Recognize and devote special attention to endangered/ pampered cases Ensure all members of customer base are informed of significant issues Provide new and ongoing client orientation and education by: set expectations, discuss working relationship, advise of new product features and ensure understanding of proper procedures to follow Identify trends and patterns of client issues and escalate to appropriate person Provide quality client administration by processing all standard financial transactions on assigned caseloads Monitor, control and minimize outstanding suspense account items Contribute to the work systems improvement of the department by identifying barriers and providing input to solutions Qualifications: College/University graduate preferably with previous related work experience in the financial services or call center industry and demonstrated service aptitude Candidate must be meeting service quality and productivity metrics for the last year (e.g., Call Quality, IAT QA, Adherence, and Attendance) Should not have any attendance issues or disciplinary action for the past six months Ability to converse effectively using the English language. Ability to compose grammatically correct, clear and concise emails using the English Language. Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service) Ability to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information Candidate must have good organizational and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines Candidate must demonstrate problem solving skills Competencies: Proficiency in relevant business tools: Apollo Mainframe, Lotus Notes, AWD, Navsmart, Rightfax, Internet Explorer-based applications Demonstrates skill in utilizing business telephony and technology, which includes Avaya, Microsoft Office programs Demonstrates team player with positive attitude; Consistently showing support for team and department initiatives Demonstrates success in managing key accounts and business relationships Takes ownership of issues/problems and follow them through to the end Demonstrates success in managing relationships with internal and external clients Shows comprehensive knowledge of RPS SCS products, services and practices Professional attitude and client service orientation; creates positive interactions with customers and colleagues Collaborative and results-oriented Demonstrates flexibility in the face of ambiguous situations, shifting demands, and challenging work environments. Uses diplomacy and tact to resolve difficult situations. Escalates more serious issues to management If you are ready to unleash your potential, it's time to start your career with Manulife/John Hancock. About Manulife 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 Canada, Asia, 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 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers. As of March 31, 2020, we had $1.2 trillion (US$0.8 trillion) in assets under management and administration, and in the previous 12 months we made $30.4 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years. 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. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.
Monster

Philippines
Permanent
Full-time