The Inbound Customer Service Representative is responsible for delivering excellent customer support to Manulife policyholders and clients through inbound calls. The role focuses on addressing inquiries related to insurance policies, benefits, claims, and account information while ensuring compliance with company standards, regulatory requirements, and service-level agreements (SLAs).
Handle inbound customer calls professionally and efficiently
1. Respond to inquiries related to:
a. Policy details and coverage
b. Premium payments and billing
c. Claims status and basic claims processing
d. Account updates and general service requests
2. Accurately document customer interactions in Manulife systems
3. Resolve customer concerns on the first call whenever possible
3. Escalate complex or sensitive issues to appropriate teams
4. Ensure compliance with data privacy, security, and regulatory requirements
5. Meet or exceed performance metrics such as:
a. Customer satisfaction (CSAT)
b. Average handling time (AHT)
c. Quality assurance standards
6. Maintain up-to-date product and process knowledge through ongoing training
7. Demonstrate empathy, professionalism, and clear communication in every interaction
Skills and Competencies:
1. Excellent verbal and written communication skills
2. Strong customer service and problem-solving abilities
3. Basic computer proficiency and ability to navigate multiple systems
4. Good listening and comprehension skills
5. Ability to remain calm and professional under pressure
6. Strong attention to detail and data accuracy
7. Willingness to work shifting schedules, weekends, and holidays if required
Core Competencies:
1. Customer Focus
2. Accountability
3. Compliance and Risk Awareness
4. Teamwork and Collaboration
5. Continuous Improvement
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 hr@manulife.com.
Working Arrangement