The Jr. Customer 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.

Position Responsibilities:

• Completing task of significant volume and of 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 processes
• 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

Required Qualifications:

• Bachelor's Degree Graduate
• Preferably with 2 years of Customer Service Experience
• 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

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

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 recruitment@manulife.com.