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Job Title :
Customer Care Senior Assistant
Job ID :
Category :
Business Operations
Location :
PHHO-Manulife Philippines, Makati City PH
Job Type :
Full Time
Posted On :
Job Description :

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 Summary:

The main function of Customer Care Team is to provide First Call Resolution (FCR) to our clients and agents thru telephone.

  • The Client Services Senior Assistant provides administrative support to internal and external customers (policyholders and agents) who request for any policy related changes and inquiries.
  • Effective communication with customers. Deals with policyholders and agents (client interface-oral and listening skills necessary, and through correspondence) in response to various policy inquiries and other related transactions.   
  • Telephone handling.  Responds to calls within three rings thus avoiding abandoned calls.  Able to give ready answers to inquiries on products, interest rates, policy values and other policy information. 
  • Documentation of complaints and incident reports. Effective and timely reporting of complaints through QSM database.   Refers to the proper channels complicated cases for appropriate actions.  Able to discern sense of urgency. 
  • Implementation of policy changes and corrections. Follows written procedures when enforcing on-line adjustments to ensure accurate policy information.       
  • Conservation. Offer other non-forfeiture options to clients applying for cash surrender in effort to keep the business.

  • College graduate of any four 4 year Course 
  • Two years or more work related experience gained from an insurance or financial services company 
  • Excellent customer service orientation 
  • Good communication and interpersonal skills 
  • Personal qualities of integrity, credibility and strong work ethic
About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 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 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

Manulife is committed to supporting a culture of diversity and accessibility across the organization.   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 an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.

Business Operations
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