Bank Customer Service Representative - Quezon City

manulife; Quezon City; Hybrid; PHP 279,000 - 446,000; Full time

Job summary

Manulife Bank Contact Center in the Philippines invites you to join a team that puts customers first, delivering expert support on banking products to US and Canadian clients. You will handle inquiries, educate customers, and resolve issues with accuracy and empathy, while adhering to privacy and security standards.

This role offers hybrid work with onsite and remote options, and requires you to work shifted schedules including weekends and Philippine holidays as needed.

Qualifications

• Completed at least two years in college without failing/back subjects.
• At least 1 year call center experience providing voice customer service support for an international retail banking account.
• Amenability to work on shifting schedules, weekends, and Philippine holidays (when needed).
• Amenability to work in U.P. Ayala Land Techno Hub, Quezon City.
• Hybrid work arrangement: onsite and from home anytime (dependent on business need and/or external environment).

Responsibilities

• Serve as the primary point of contact for Manulife Bank customers, business account holders, and advisors, delivering exceptional customer service across banking products.
• Handle inbound customer inquiries and provide accurate, timely resolutions to customer concerns and requests.
• Educate customers on banking products, policies, procedures, and digital banking tools.
• Support client and advisor servicing needs related to savings, chequing, investments, mortgages, loans, credit cards, and online banking services.
• Investigate and resolve complex customer issues while balancing customer satisfaction, risk management, and operations.
• Document customer interactions and resolutions within applicable systems.

Skills

Customer service

Verbal communication

Problem solving

Education

Two years of college

Tools

CRM systems

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 Bank 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.

Role Responsibilities

• Serve as the primary point of contact for Manulife Bank customers, business account holders, and advisors, delivering exceptional customer service across multiple banking products and services.
• Handle inbound customer inquiries and provide accurate, timely, and professional resolutions to customer concerns and requests.
• Educate customers, business account holders, and advisors on banking products, policies, procedures, and digital banking tools.
• Support client and advisor servicing needs related to savings accounts, chequing accounts, investments, mortgages, loans, credit cards, and online banking services.
• Investigate and resolve complex customer issues while balancing customer satisfaction, operational requirements, and risk management considerations.
• Adhere to authentication, privacy, security, regulatory, and fraud prevention requirements in all customer interactions.
• Accurately document customer interactions, transactions, and case resolutions within applicable systems.
• Navigate multiple banking systems, applications, and knowledge resources efficiently while maintaining a high level of accuracy and productivity.
• Collaborate with internal business partners, advisors, and support teams to deliver seamless customer experiences and resolve customer concerns.
• Stay current on banking products, processes, technologies, and regulatory changes to ensure compliance and service excellence.
• Demonstrate ownership and accountability by managing customer concerns through to complete resolution.
• Contribute to a positive team environment while supporting department goals, service levels, and customer satisfaction objectives.

Required Qualifications

• EDUCATION: Completed at least two years in college without failing/back subjects
• EXPERIENCE: At least 1 year call center experience providing voice customer service support for an international retail banking account
• SCHEDULE: Amenability to work on shifting schedules, weekends, and Philippine holidays (when needed)
• LOCATION: Amenability to work in U.P. Ayala Land Techno Hub, Quezon City
• HYBRID WORK ARRANGEMENT: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)

Preferred Qualifications

• Experience supporting banking products such as deposits, investments, mortgages, loans, credit cards, or digital banking services.
• Previous experience in a contact center or customer support environment within the financial services industry.
• Knowledge of Canadian banking products, regulations, and industry practices.
• Experience working with customer relationship management (CRM) systems and banking platforms.
• Proven ability to identify opportunities to improve customer experience and service processes.
• Demonstrated adaptability and learning agility in highly regulated or rapidly changing environments.
• Experience supporting advisors, business account holders, or high-value client relationships.

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 empl