Handles calls professionally and in accordance with the call handling criteria
Knows the processes and systems to be able to handle concerns and issues
Responds promptly and reliably to customer inquiries and request
Provides proper and timely response to issues presented by clients
Identify and escalate most complex issues as necessary in a timely manner and monitor resolution
Process/update policy to reflect changes on service requests like Address Change, Contact information update, iNotice enrollment, and other pertinent details on the policy and values.
Report any computer system error or concerns found which affects daily processing, track progress and ensure problem log closing
Perform the cycle of Explore, Agree, Deliver and Assure in every call
Complete and timely update of call logs
Ensure documentation for transactions are complete and sent for imaging on a timely basis
Assist in orienting and training lower level employees
Prepares and ensures timely and accurate submission of daily and monthly assigned reports
In the absence of Team Leader/co-members, to assist/support in the handling of urgent/important matters
Support co-team members during peak hours
Any other tasks or projects assigned from time to time, within or beyond working hours as needed.
Participate and support department/company initiatives to improve staff engagement
Ensure confidentiality of information and careful oversight of data
At least one year contact center experience
College/University graduate preferably with previous related work experience in the financial services or call center industry and demonstrated service aptitude
Candidate must have at least one year tenure in their current position
Candidate must be meeting job expectations for the last 12 months
Must not have any attendance issues and any disciplinary action
Strong customer service skills (quickly and effectively solves client problems, ability to build rapport, selects language and tailors the content of speech/writing to the level and experience of audience)
Strong interpersonal skills with proven ability to influence and negotiate, to diffuse, reconcile and remedy customer issues and create win-win solutions
Demonstrates problem solving and critical thinking skills; to detect problems in process/procedures or learning, identify root causes, generate ideas and propose solutions
Strong Communication skills. Demonstrated ability to compose grammatically correct, clear and concise verbal and written communication (BUPLAS Voice: 3/3/3.5/3.5 Writing: 3/3/3.5/3.5)
Nice to have: Knowledge on Life Insurance products, Certificate or Diploma in Life Insurance and LOMA Courses
Client Relationship Management
International Business and Multicultural Skills
Product and Service Advise and Support
Product KnowledgeMinimum Skills Requirement to Go-live:
Demonstrates skills in utilizing MS Office Word, Powerpoint and Excel applications
Exhibits high level of proficiency in relevant business tools: knowledge based tools, O365, SharePoint, web-based applications
Demonstrated skill in utilizing business telephony and technology, which includes Avaya, Usup/UAgent and Witness (Verint)
Demonstrates knowledge of the Manulife Philippines products and services
Successful completion of New hire Employee Training Program (NETP)
Demonstrated strong attention to detail and problem-solving skills
Ability to follow the escalation procedures
Recognizes and acts on learning opportunities to give positive and constructive feedback that is useful and appropriate
Ability to work independently with minimal supervision. Leverages available tools and resources in researching required account owner/policyholder or agents.
