Customer Service Professional

5 months ago

Halifax, Canada Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From 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**

Hybrid

**The Opportunity**

Are you passionate about working with customers, building relationships, and being part of a growing business? Then we would love to have you join our **Canada Retirement Services Team **as a **Customer Service **Representative
With the customer as the main focus, this role will take a proactive approach to every customer interaction, to ensure a high-quality Manulife experience. This role is primarily accountable for managing, resolving, and communicating service requests for Canada Retirement clients. It is a client servicing role assisting customers with their Canadian Retirement products.
- This is a **Hybrid **work arrangement in the **Halifax office **(Tues/Wed in office **; **Mon/Thurs/Fri at home), no exceptions.

**Responsibilities**
- Accurately and thoroughly handle increasingly complex client service requests at initial point of contact.
- Provide accurate and complete information and insight on retirement products the member may have.
- Effectively use multiple administrative systems to resolve inquiries, within the defined service standards.
- Assist customers with the completion of appropriate forms and other policy requirements.
- Respond to customer inquiries on retirement and investment policies.
- Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues in order to improve the service experience.
- Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines Identify opportunities and make recommendations to improve operational processes and practices.
- Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service.
- Keep current with company policies, procedures, and processes.
- Meet expectations relative to Productivity (AHT, Aux Usage, Reliability, Adherence, CX Contribution, etc.), Accuracy (QA, Compliance, etc.) and Service Excellence (tNPS).
- Process transactions on behalf of clients if/when required.

**Key Problems/Challenges**
- Confidently dealing with unclear/unfamiliar expectations from clients.
- Managing time effectively within a high volume and fast paced work environment.
- Dealing with multiple cases simultaneously in a timely manner.
- Maintaining procedural expertise, broad knowledge and keeping current with our systems and products in our rapidly changing environment.
- Able to deal with differing opinions and personalities in a professional manner.

**How will you create impact?**

Our Canada Retirement Customer Contact Center team actively listen to our client's needs and find tailor-made solutions for them while being mindful of minimizing costs and respecting all relevant standards and legislations. They also lead business relationships, liaise among various stakeholders, and tackle daily tasks in a professional, timely and efficient manner. Their commitment to providing a great customer experience is contributing to our continued success. You share our customer satisfaction objective. You have a strong interest to learn about financial products as well as group savings and retirement products to better serve our many stakeholders. You patiently and clearly provide information in a professional manner. You are always ready to lend a helping hand. You make everyone on the phone and around you important. With this positive attitude you have a bright future with us.

**Your contribution**:Provide an amazing customer experience on incoming calls, which builds lasting client relations, become an expert on our products, services, systems with our in-house training, serve as a liaison between customers and other teams to ensure responsiveness and quality customer service, participate in various process improvement activities and departmental/divisional initiatives, strive in an environment with set timelines (shift work, breaks, lengths of calls, etc.) and constructive feedback.

**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

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