With the customer as the main focus, this role will take a professional approach to every customer interaction, to ensure a high quality Manulife experience. This role is primarily accountable for managing, investigating and resolving escalated client complaints. Incumbents in this role are responsible for responding to complaints promptly, accurately and with the utmost courtesy.
Individual Responsibilities:
•Thoroughly investigates escalated client complaints.
•Follows established complaint resolution process.
•Professionally, accurately and thoroughly handle all client interactions, including handling difficult callers and sensitive situations.
•Effectively use multiple administrative systems to investigate complaints.
•Analyze complex issues to find appropriate resolution while mitigating risk to the company.
•Ability to review and interpret more complex contracts, policies and procedures, and effectively communicate these for an improved understanding.
•Work well with internal and external partners throughout investigation and recommended resolution.
•Support, develop and maintain strong collaboration with business units.
•Knows when to engage Legal, for review or recommendation on complaints.
•Engages Media Relations and Client Relations Management where appropriate.
•Identify opportunities to improve operational processes/practices and influence decisions.
•Use sound judgment and risk assessment when recommending exceptions outside general practices or guidelines.
•Ability to organize, prioritize and commit to aggressive deadlines.
•Provide support to the leadership team, as required.
•Provide support to team through Quality Control measures.
•Keep current with company policies/procedures.
•Meet expectations relative to productivity, accuracy and service excellence Interpreting expectations from clients with confidence and patience.
•Managing time effectively within a high volume and fast paced work environment.
•Ability to manage conflict, and to deal with differing opinions and personalities in a professional manner.
•Dealing with multiple cases of varying priority in an organized and timely fashion.
•Maintaining procedural expertise, broad knowledge and keeping current with our systems and products in our rapidly changing environment.
•Demonstrating increased confidence in questioning and challenging especially with other business areas.
•Maintain good working relationships with the business areas.
•Profiling issues to business area, in a proactive approach to mitigate further complaints and risk.
Job Requirements:
•Customer service focus and skills.
•Ability to build positive relationships between customer/company.
•Commitment to achieving high levels of service excellence and ability to work independently and/or within a team.
•Excellent communication skills (verbal and written) in English and/or French.
•Excellent analytical and problem solving skills.
•Ability to influence decisions or change through negotiation with a focus on prevention of future re-occurrences of client dissatisfaction.
•Fully proficient knowledge of business products, policies, procedures, systems and concepts.
•Ability to effectively organize, prioritize and multi-task.
•Ability to manage aggressive service level agreements.
•Strong attention to detail.
•Ability to work collaboratively with teams and peers.
•Experience in Business area.
•Typically post-secondary.
•Typically have 2 – 3 years progressive customer service experience.
•Experience in line of business.
•Excellent Customer service skills.
•Excellent verbal communications skills.
•Strong written communication skills.
Technical capabilities:
•Industry education/designations appropriate to the business area/product line.
•Incumbents in this role have an in-depth knowledge of the business area, processes and services provided.
•Covering a comprehensive suite of products, tools and services this role utilizes multiple systems, platforms and methods to thoroughly review and respond to our client’s concerns.
The role being advertised is an existing vacancy.
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.
Referenced Salary Location
CAN, Ontario - Full Time RemoteWorking Arrangement
Salary range is expected to be between
$51,975.00 CAD - $86,625.00 CADEmployees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.
Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.
We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.