Senior Customer Service Representative/ Customer Service Officer, Agency Service Centre

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. Fr om our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Job Description

The opportunity

• Provide routine face-to-face counter enquiry service to agents. Handle agent enquiries related to new application, claims and policy admin of group medical, group life, individual financial products and wealth management products.

• Handle agent email enquiries and new application checking of group life and group medical product.

• Provide effective solutions to agent inquiries/ complaints within a predefined time frame in a proactive and professional manner. Resolve complex cases and complaints arising from work.

• Support cashier payment checking and payment balancing when necessary.

• Support other daily administration duties when necessary.

• Ensure accuracy and compliance of all requests and assigned duties to be completed within the standard service time with good quality.

• Work at different locations of Agency Service Centre if needed.

• Cooperate with team members and others to achieve desired results and support business needs.

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

What motivates you

• You obsess about customers, listen, engage and act for their benefit.

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters.

• You do what is right, work with integrity and speak up.

• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• Degree holder with 2+ year of customer service experience in insurance industry is preferred.

• HKDSE/HKCEE/HKALE/diploma qualification with customer service experience in insurance industry will also be considered.

• Excellent customer service, good communication and interpersonal skills

• Good command of English and Chinese, both spoken and written

• Fluency in Mandarin is an advantage.

• Good PC and typing skills including MS Word (English) and Excel

• Quick learner with strong analytical and problem-solving skills

• Mature, flexible, well-organized, responsible, self-initiative and able to work under pressure.

• Self-motivated and able to work independently.

• Well-organized and attentive to details.

• Passed IIQE 1,3 & 5 will be preferred.

• LOMA qualifications will be an advantage.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.

• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.

• Continuous innovation
  We invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.

• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toro nto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

Manulife is an Equal Opportunity Employer