Hybrid Banking Support Specialist

Manulife Global Solutions (MGS); Quezon City; Hybrid; PHP 257,000 - 312,000; Full time

Benefits offered by this job

Signing bonus Php 30,000

Hybrid work arrangement

Job summary

Manulife Global Solutions (MGS) is seeking Bank Customer Service Representatives to support US and Canada client inquiries, delivering information on products and services and resolving issues with accuracy and empathy.

The role requires 1 year of call center experience, two years of college, and flexibility for shifts. Hybrid onsite/remote work is available at UP Ayala Techno Hub, Quezon City, Manila. Signing bonus offered.

Qualifications

• Two years of college completed.
• Minimum 1 year call center experience providing voice customer service for an international retail banking account.
• Amenability to work on shifting schedules, weekends, and Philippine holidays.
• Amenability to work in U.P. Ayala Land Techno Hub, Quezon City.
• Amenability and readiness to work onsite and from home anytime as needed.

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 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.

Skills

Call center experience

Customer service

Communication

Hybrid work

Education

Two years of college

Tools

CRM systems

Banking platforms

Job description

Manulife Global Solutions (MGS) is seeking Bank Customer Service Representatives to support US and Canada client inquiries, delivering information on products and services and resolving issues with accuracy and empathy.

The role requires 1 year of call center experience, two years of college, and flexibility for shifts. Hybrid onsite/remote work is available at UP Ayala Techno Hub, Quezon City, Manila. Signing bonus offered.