Banking Customer Care Specialist

Manulife; United States; Hybrid; USD 3,200 - 4,300; Full time

Job summary

Manulife Contact Center is seeking individuals to engage with clients across the United States and Canada to provide product and services information and help resolve inquiries. You will serve as the primary contact for Manulife Bank customers, handling inquiries across multiple banking products and supporting advisors with exceptional service.

The role requires at least two years of college and a minimum of 1 year call center experience in international retail banking, with a hybrid work

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)

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.

Skills

Call center experience

Education

Two years of college

Job description

Manulife Contact Center is seeking individuals to engage with clients across the United States and Canada to provide product and services information and help resolve inquiries. You will serve as the primary contact for Manulife Bank customers, handling inquiries across multiple banking products and supporting advisors with exceptional service.

The role requires at least two years of college and a minimum of 1 year call center experience in international retail banking, with a hybrid work