Deliver trusted, professional, and reliable service to Manulife clients and build customer satisfaction and loyalty
Meet quality expectations to ensure a positive client experience
Achieve productivity goals to maximize team service levels
Provide effective and timely resolution of a wide range of customer inquiries
Maintain a positive and cooperative tone with customers and coworkers
Strive for first-call resolution of customer issues
Translate complex scenarios requiring problem resolution into positive service experiences
Enhance the perception of Manulife in the marketplace
Work collaboratively within a team environment and independently resolve issues accurately
Participate in ongoing training to stay updated on product, industry, and policy changes
Perform additional duties as assigned to support team and organizational goals
Requirements
Post-secondary education or high school diploma
Customer Service or Financial Services experience (preferred)
Outstanding verbal communication skills and strong telephone etiquette
Ability to multi-task effectively
Flexibility to adapt to a rapidly changing environment
Proven problem resolution skills
Excellent listening skills
Proficiency in computer applications
Strong customer service orientation
Business writing skills
Current SIE, Series 6 or 7, Series 63 certifications (preferred)
Working knowledge of IRAs and retirement products (preferred)
Additional Instructions
Deliver trusted, professional, and reliable service to Manulife clients and build customer satisfaction and loyalty
Meet quality expectations to ensure a positive client experience
Achieve productivity goals to maximize team service levels
Provide effective and timely resolution of a wide range of customer inquiries
Maintain a positive and cooperative tone with customers and coworkers
Strive for first-call resolution of customer issues
Translate complex scenarios requiring problem resolution into positive service experiences
Enhance the perception of Manulife in the marketplace
Work collaboratively within a team environment and independently resolve issues accurately
Participate in ongoing training to stay updated on product, industry, and policy changes
Perform additional duties as assigned to support team and organizational goals
Perks and Benefits
Comprehensive health, dental, mental health, and vision insurance coverage
Short-term and long-term disability insurance
Life and accidental death & dismemberment (AD&D) insurance
Adoption and surrogacy benefits
Wellness programs and employee assistance plans
Retirement savings plans including pension/401(k) with employer matching
Financial education and counseling resources
Paid time off including up to 11 holidays, 3 personal days, 150 hours of vacation, and sick leave
Statutory leaves of absence in accordance with applicable laws
