Customer Service Professional II

This position provides professional customer service via telephone and email, adhering to superior inbound/outbound handling criteria. Duties are varied and complex, with broad assignments that may include serving as a resource for resolving complex issues. The role is expected to deliver legendary service that creates a great customer experience for policyholders and agents. The incumbent must understand and satisfy customer requirements while aiming to exceed expectations. The position applies the continuous improvement cycle (Explore, Agree, Deliver, Assure) in every interaction to strengthen partnerships and build trust with clients.

Position Responsibilities:

• Handle calls and emails professionally per established criteria; perform Explore, Agree, Deliver, and Assure in every interaction

• Resolve customer inquiries promptly and accurately; know processes/systems to address issues, and escalate complex cases and monitor resolution

• Process and update policies for service requests (e.g., address/contact changes and other policy/value updates); ensure complete documentation and timely imaging

• Maintain operational integrity: report and track system issues to closure, monitor pending transactions/department endorsements, and keep call logs complete and up to date

• Support team effectiveness: assist in orienting/training junior staff and prepare/submit monthly reports accurately and on time

Required Qualifications:

• Education: Vocational course or 2-year completion in a bachelor’s program with at least 1 year of relevant experience; bachelor’s degree holders welcome

• Minimum 1-year tenure in current position; meeting job expectations for the last 12 months; no attendance issues or disciplinary actions

• Strong customer service skills: rapid issue resolution, rapport-building, and tailored communication (verbal/written) to audience

• Strong interpersonal skills with ability to influence, negotiate, diffuse/reconcile issues, and create win-win solutions; proven problem-solving and critical thinking

Preferred Qualifications:

• Nice to have: Knowledge of life insurance products; certificates/diplomas in Life Insurance; LOMA courses

• Client Relationship Management

• International Business and Multicultural Skills

• Product and Service Advise and Support

• Product Knowledge

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll 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 https://www.manulife.com/en/about/our-story.html.

Manulife 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 [email protected].