Customer Service OfficerThe Manufacturers Life Insurance Co (Phils) Inc( Manulife Philippines )

Job Description
We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Working Arrangement
In Office
Job Description
The opportunity:
The Customer Service Officer handles walk-in and email transactions of our customers and agents, provides the branch operations with support on routine tasks that impact the customer experience and smooth operational efficiency.
Responsibilities:
Completing task of significant volume and of 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 processes
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
How will you create impact
The role will directly report to the Cluster Lead and will work closely with branch operations and channel services team.
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
Exceptional accuracy attention to detail
Excellent research and problem resolution skills with the ability to multitask
Strong verbal and written communication skills
Good organization and prioritization skills to ensure deadlines are met
Knowledge of applicable systems, products or processes
Sound computer literacy
High level of customer service
Strong organizational, prioritization, time management, customer service, and interpersonal skills
Ability to meet deadlines
Able to be flexible in adjusting priorities
Active team player
Support continuous improvement
Work with minimal supervision and under pressure
What 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 culture
We lead with our Values every day and bring them to life together.
Boundless opportunity
We create opportunities to learn and grow at every stage of your career.
Continuous innovation
We invite you to help redefine the future of financial services.
Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.
Championing Corporate Citizenship
We 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