Banking Customer Service Representative | 30K SOB*

Manulife Global Solutions (MGS); Quezon City; Hybrid; PHP 257,000 - 368,000; Full time

Benefits offered by this job

Signing bonus

Hybrid work

Onsite in QC

Job summary

Manulife Global Solutions (MGS) is hiring Bank Customer Service Representatives in Quezon City to support US and Canada clients. You will handle inquiries, resolve issues, and educate customers on banking products and digital tools.

This hybrid onsite/remote role requires at least two years of college, 1 year of call center experience, and flexibility for shifting schedules, weekends, and Philippine holidays. A signing bonus of PHP 30,000 is offered for starts between September and December 2026.

Qualifications

• Completed at least two years in college.
• At least 1 year call center experience providing voice customer service.
• Amenability to work on shifting schedules, weekends, and Philippine holidays (when needed).
• Location: amenable to work in U.P. Ayala Land Techno Hub, Quezon City.
• Hybrid work arrangement: amenable to onsite and from home as needed.

Responsibilities

• Serve as the primary contact for Manulife Bank customers, business account holders, and advisors, delivering exceptional service across banking products.
• Handle inbound customer inquiries and provide accurate, timely resolutions.
• Educate customers on banking products, policies, procedures, and digital banking tools.
• Support client and advisor servicing needs related to accounts, investments, mortgages, loans, credit cards, and online banking.
• Investigate and resolve complex customer issues while balancing satisfaction, operations, and risk considerations.
• Adhere to authentication, privacy, security, regulatory, and fraud-prevention requirements.

Skills

Customer service

Communication

CRM systems

Digital banking tools

Education

Two years of college completed

Tools

CRM systems

Digital banking platforms

Job description

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.

Php 30,000 Signing Bonus*
For candidates who start employment from September to December 2026. Terms and conditions apply*

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.