Customer Service Professional - NCL

Working Arrangement

Hybrid

Job Description

The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Customer Service Representatives with the resources to solve critical problems for the future of our business, which is why we need you. 

Manulife Contact Center is looking for individuals genuinely excited to help our customers. They will engage and connect with clients across the United States and Canada to provide product and services information and help resolve emerging concerns.

Key Accountabilities:

• Be responsible for the new contract administration work, including the tracking of new data entry, note and medical examination, follow-up of execution of insurance or insurance rejection, billing, contract printing and review
• Be responsible for policy change related work, including the handling of change projects undertaken by the branch office, and assisting the headquarters in handling complex changes and document processing
• Be responsible for claims related work, including the review and entry of various claims data, follow-up of claims note, and document processing after execution of claims or claim rejection
• Be responsible for renewal related work, including relay order (unassigned existing policies/customer list) allocation and contact supervision, system operation, assistance to the headquarters for VIP club services, and follow-up supervision of renewal premiums
• Be responsible for policy binding, archiving and policy issue tracking
• Be responsible for the management of CS contract documents, including CS department material application and management, and CS document room management
• Take charge of file management of the department
• Be responsible for the regulatory document management of the department
• Be responsible for the contract management of the department
• Assist the Audit Department to complete the audit related work and complete the rectification work according to the audit report
• Report violations or potential risks identified during the work and propose corrections or improvements in a timely manner
• Cooperate with departments of the headquarters to complete various projects and work

Minimum skills to hire:

• HYBRID Work Arrangement – amenability and readiness to work onsite and from home anytime (dependent on business needs AND/OR current external environment/situation).

• At least one (1) year of call center experience and finished at least two (2) years in college OR a Bachelor’s Degree Holder
• Excellent English communication skills (spoken and writing)
• Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service)
• Strong analytical and problem solving skills to comprehend, solution and act on presented customer concern or problem
• Ability to multi-task and navigate multiple applications at the same time.
• Amenability to work onsite
• Amenability to work at night full-time, shifting schedules, Philippine holidays

Nice to haves: 

• Call Center experience focus in customer service and health care
• Exposure to Shared Services or Financial Services environment/industry

On the job you will: 

• Build sustainable relationships and trust with customers through open and interactive communication
• Provide accurate, valid and complete information by using the right methods and tools
• Handle customer inquiries and concern, provide appropriate solutions and alternatives
• Work closely with team leaders to drive innovative solutions to meet business needs.

Our commitment to you:

• Our mission; to be a part of making Decisions Easier and Lives Better
• A leadership team dedicated to your growth and success 
• A bold ambition and set of goals to be a leader in driving transformation in our industry 
• Our best. Every day.