Senior Insurance Customer Experience Specialist (Hybrid)

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

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.