Customer Service Officer (BGC)

Manulife

Makati City, Metro Manila
Permanent
Full-time

2 months ago

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.Working Arrangement In OfficeJob DescriptionThe opportunityCustomer Service Officer handles walk in and emails transaction of our customers and agents. It’s his duty to fulfill and resolve transactions of client with proper review for first call transaction and coordination to handling team if non-first call resolution transactions.Responsibilities

Completing task of significant volume and consistent practices/process
Monitor and manage inflow of support services workflow
Ensure that published service standards are met
Maintain data files and uploads and perform quality control
Data Entry in customer support systems
Process routine transactions and supports a manual validation process
Validate, maintain, and update data from various sources in the field and/or Head Office
Researching and reconciling various integrity reports to ensure the highest level of accuracy of client information on the back-office systems
Providing timely and accurate corrections of client information for problem resolutions to related inquiries
Supporting & processing daily customer reporting
Investigating, processing, and responding to inquiries from Administration and Relationship Management Teams
Working with vendor and internal departments to ensure SLAs are met
Identifying gaps and risks in documentation. Where necessary, create and update documentation
Communicate effectively to management and escalate issues where appropriate
Providing timely and appropriate feedback to Leader.
Processes New Business applications submitted from NBVF and over the counter
Acceptance and processing of payments (Credit card, Debit Card, and check)
Promoting Manulife Online and other social media platforms
Answers emails from PHCUSTOMERCARE
Responsible for supporting existing company policyholders through responding to inquiries, fulfilling customer requests, and performing required administrative functions.
Provide outstanding customer service and accurate information to clients about all aspects of their accounts.
Assist customers with any technical issues experienced with our website and escalate any issues to management appropriately.

How will you create impact?The Customer Service Officer reports to the Cluster Lead.What motivates you?

You obsess about customers, listen, engage and act for their benefit.
You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
You thrive in teams and enjoy getting things done together.
You take ownership and build solutions, focusing on what matters.
You do what is right, work with integrity and speak up.
You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

Bachelor's Degree Holder
Exceptional accuracy attention to detail
Excellent research and problem resolution skills with the ability to multitask
Strong verbal and written communication skills
Good organization and prioritization skills to ensure deadlines are met
Knowledge of applicable systems, products or processes
Sound computer literacy
High level of customer service
Strong organizational, prioritization, time management, customer service, and interpersonal skills
Ability to meet deadlines
Able to be flexible in adjusting priorities
Active team player
Support continuous improvement
Work with minimal supervision and under pressure

What can we offer you?

A competitive salary and benefits packages.
A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
A focus on growing your career path with us.
Flexible work policies and strong work-life balance.
Professional development and leadership opportunities.

Our commitment to you

Values-first culture

We lead with our Values every day and bring them to life together. * Boundless opportunityWe create opportunities to learn and grow at every stage of your career. * Continuous innovationWe invite you to help redefine the future of financial services. * Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives. * Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact.About Manulife and John HancockManulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.Manulife is an Equal Opportunity EmployerAt 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 .

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