**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders?
You've come to the right place.
We're looking for ambitious people who share our values and want to make every day better for people around the world.
If this sounds like you, and the career below sounds exciting, we'd like to hear from you.
_**
**Working Arrangement**
Hybrid
**Overview**
**Key Accountabilities**
- Seek out and solution opportunities to create more efficiency and improved processes
- Identify trends in client issues, recognizing need to engage appropriate internal partners, and consider ways to address those issues
- With a select block of unique clients requiring specialized handling, provide high quality service by responding effectively to customers' questions, issues and problems.
Customers may include internal partners, plan sponsors and plan members and members of our distribution team such as Client Relationship Managers
- Accountable for initial investigation of issues and co-ordination of efforts through to final resolution
- Coordinate with cross functional areas, to deliver solutions - providing a single point of contact for service that is efficient, seamless, timely, and accurate
- Support external clients and internal clients by lending their knowledge and expertise - may be called upon to attend face to face meetings with Plan Sponsors
- Meet and exceed established service levels
- Make clients feel they are our number one priority with every single interaction
- Acts as a role model to support key Manulife behaviors - we work as one, we question and innovate, and we own our future
- Takes proactive approach to act on ideas and opportunities before being asked.
- Commits to a course of action in the face of risks and uncertainty and takes personal responsibility for making decisions or engaging resources
**Qualifications**
- College/University graduate and undergraduate are acceptable but with at least 2 years BPO related work experience in a fast-paced customer-centric environment,
- Has work experience in the financial services or with background in account management
- Ability to manage and foster relationships with both internal and external partners
- Ability to responsibly manage sensitive information
- 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
- HYBRID Work Arrangement - amenability and readiness to work onsite and from home anytime (dependent on business needs AND/OR current external environment/situation).
- Excellent written and verbal communication skills
- Proficiency in the Microsoft Excel and Word is an asset
**Preferably but not required**
**Competencies**
- Ability to converse effectively using the English language
- Demonstrated ownership of the full customer experience and keen follow-through in driving issues through to final resolution
- Exceptional organization skills
- Keen attention to detail
- Exceptional customer service experience/ability to manage and foster relationships with both internal and external partners
- Strong interpersonal, written and verbal communication skills in a professional environment
- Able to recognize, prioritize and deliver against competing priorities
- Proven ability to quickly and easily adapt to changes within our business environment and respond effectively and positively to changing priorities
- Ability to innovate and initiate process improvements and own the process of driving the change
- Proficiency with Microsoft Office suite of tools
- A team player who is comfortable demonstrating the necessary behaviors within our team environment in order to orchestrate the elevation of our customer service strategy
**About John Hancock and Manulife**
**Manulife is an Equal Opportunity Employer