Senior Customer Service Officer, Customer Contact Centre

Manulife; United States; Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive salary

Growth opportunities

Hybrid work arrangement

Professional development

Work-life balance

Job summary

Manulife is seeking a customer service professional to handle inquiries related to financial products, group life, medical insurance, and wealth management via email. The role emphasizes accurate processing, regulatory compliance, and collaboration with other departments to improve customer experience.

The ideal candidate has 5+ years in customer service, a university degree, and strong English and Chinese writing skills. A hybrid work environment and competitive benefits are offered.

Qualifications

• 5+ years of customer service experience preferred.
• University graduate in business, finance, language studies or other relevant subjects.
• Qualified license of IIQE Papers 1, 3 and 5 preferred.
• Preferably worked previously in a call centre or customer service centre environment.
• Experience in handling customer enquiries through email correspondence.
• Strong written communication skills with the ability to craft clear, professional email responses.
• Self-motivated and able to work independently.
• Fast and accurate typing skills (45+ wpm) and PC literate in MS Word/Excel.
• Good communication skills in English and Chinese, both written and spoken.

Responsibilities

• Handle customer enquiries and requests related to Individual Financial Products, Group Life and Medical Insurance and Wealth Management products arising from customers through email correspondence.
• Respond to customer enquiries accurately in a professional manner with tactful customer service skills within established service standards and turnaround times.
• Ensure all customer requests are processed accurately and in compliance with company guidelines and regulatory requirements.
• Work with other departments for case resolutions and streamline the workflow to enhance customer experience.
• Support to management and recommend productivity/service improvements.
• Support ad-hoc tasks to achieve desired results of business needs.

Skills

Customer service

Email correspondence

English & Chinese

Education

University degree

Tools

MS Word

MS Excel

CRM software

Job description

Position Responsibilities:

• Mainly handle customer enquiries and requests related to Individual Financial Products, Group Life and Medical Insurance and Wealth Management products arising from customers through email correspondence.


• Respond to customer enquiries accurately in a professional manner with tactful customer service skills within established service standards and turnaround times.


• Ensure all customer requests are processed accurately and in compliance with company guidelines and regulatory requirements.


• Work with other departments for case resolutions and streamline the workflow to enhance customer experience.


• Support to management and recommend productivity/service improvements.


• Support ad-hoc tasks to achieve desired results of business needs.

Required Qualifications:

• Above 5 years of solid customer service experience preferred but not a must


• University graduate in business, finance, language studies or other relevant subjects


• Qualified license of IIQE Papers 1, 3 and 5 preferred


• Preferably worked previously in a call centre or customer service centre environment


• Experience in handling customer enquiries through email correspondence


• Strong written communication skills with the ability to draft clear, professional and customer-focused email responses


• Self-motivated and able to work independently


• Fast and accurate typing skills (45+ wpm) and PC literate in MS Word/Excel


• Good communication skills in English and Chinese, both written and spoken

When you join our team:

• A competitive salary and benefits packages.


• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.


• A focus on growing your career path with us.


• Flexible work policies and strong work-life balance.


• Professional development and leadership opportunities.

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 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].

Working Arrangement

Hybrid