Bank Customer Service Representative - Quezon City

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Bank Customer Service Representatives with the resources to solve critical problems for the future of our business, which is why we need you.

Manulife Contact Center is looking for individuals genuinely excited to help our customers. They will engage and connect with clients across the United States and Canada to provide product and services information and help resolve emerging concerns.

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  Serve as the primary point of contact for Manulife Bank customers, business account holders, and advisors, delivering exceptional customer service across multiple banking products and services.

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  Handle inbound customer inquiries and provide accurate, timely, and professional resolutions to customer concerns and requests.

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  Educate customers, business account holders, and advisors on banking products, policies, procedures, and digital banking tools.

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  Support client and advisor servicing needs related to savings accounts, chequing accounts, investments, mortgages, loans, credit cards, and online banking services.

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  Investigate and resolve complex customer issues while balancing customer satisfaction, operational requirements, and risk management considerations.

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  Adhere to authentication, privacy, security, regulatory, and fraud prevention requirements in all customer interactions.

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  Accurately document customer interactions, transactions, and case resolutions within applicable systems.

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  Navigate multiple banking systems, applications, and knowledge resources efficiently while maintaining a high level of accuracy and productivity.

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  Collaborate with internal business partners, advisors, and support teams to deliver seamless customer experiences and resolve customer concerns.

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  Stay current on banking products, processes, technologies, and regulatory changes to ensure compliance and service excellence.

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  Demonstrate ownership and accountability by managing customer concerns through to complete resolution.

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  Contribute to a positive team environment while supporting department goals, service levels, and customer satisfaction objectives.

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.

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 hr@manulife.com.