Bank Customer Service Representative - Quezon City

Manulife; Quezon City; Hybrid; PHP 201,000 - 290,000; Full time

Job summary

Manulife Contact Center in Quezon City is seeking Bank Customer Service Representatives to engage US and Canada clients, delivering product and services information and resolving issues.

You will support banking products across accounts, loans, and digital tools while upholding privacy and security standards. Documentation of interactions is required in our systems, and collaboration with partners is essential.

Qualifications

• At least 1 year call center experience providing voice customer service for an international accounting setup.
• Education: Completed at least two years in college.
• Amenable to shifting schedules, weekends, and Philippine holidays.
• Location: able to work in Quezon City (U.P. Ayala Land Techno Hub).
• Hybrid work arrangement requiring onsite and from home when needed.

Responsibilities

• Serve as the primary contact for Manulife Bank customers and advisors.
• Handle inbound inquiries and provide timely resolutions to customer concerns.
• Educate customers on banking products, policies, procedures, and digital banking tools.
• Document customer interactions and resolutions within applicable systems.
• Adhere to privacy, security, regulatory, and fraud prevention requirements.
• Collaborate with internal teams to deliver seamless customer experiences.

Skills

Customer service

Communication

Education

Two years of college

Job description

Bank Customer Service Representative - Quezon City

Location: Quezon City, Philippines

Category: Business & Customer Operations

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
• 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.

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 [e-mail] .