The Customer Advocacy Specialist is responsible for handling escalations coming from various customer channels. This role requires a high level of empathy, professionalism, and problem-solving skills to ensure customer satisfaction and uphold the organization's reputation. The complaints specialist will collaborate with various internal departments to address issues and implement solutions that enhance the overall customer experience. By taking full accountability for the customer journey, the Complaints Governance Specialist ensures that customers receive timely, empathetic, and accurate service. The impact of this role is central to our ambition to deliver differentiated services during critical moments—where our brand promise is fulfilled and customer trust is either strengthened or lost. **Position Responsibilities:** + **Serve as the Single Point of Contact for Assigned Cases:** Customers often feel lost when they are passed between departments. With this role, we ensure continuity, reduce confusion, and build a relationship of trust and become the customer's advocate, ensuring their needs are heard and addressed. + **Track Progress and Proactively Follow Up on Pending Actions:** Complaint cases can stall due to missing documents, unclear requirements, or internal bottlenecks. Complaints specialists actively monitor progress and initiate follow-ups to prevent delays, demonstrating ownership and a commitment to resolution. + **Service Coordination:** Ensure seamless service delivery by coordinating with various departments and monitoring performance to meet customer expectations **.** + **Ensure Timely and Accurate Documentation of All Interactions:** Clear documentation supports continuity, compliance, and accountability. It ensures that every touchpoint is traceable, every commitment is recorded, and every team member can pick up the case with full context if needed. + **Issue Resolution:** Address and resolve customer issues proactively, escalating complex problems when necessary. + **Process Improvement:** Analyze and enhance aftersales processes for greater efficiency and satisfaction, collaborating with teams to streamline workflows. + **Proactive Customer Updates:** Regularly inform/update customers to reduce anxiety and demonstrate attentiveness, fostering confidence and respect throughout the process. + **Active Listening and Empathetic Responses** : Listen carefully to uncover concerns and respond with care, ensuring customers feel heard and supported especially during challenging times. + **Documenting Feedback for Improvement:** Capture customer sentiments and feedback to enhance service delivery and align future interactions with customer needs. + **Cross-Functional Liaison:** Act as connectors between internal and external customers to chase dependencies, preventing bottlenecks and ensuring timely service delivery. + **Case Status Alignment:** Facilitate smooth, context-rich transitions between teams to maintain alignment on case status and next steps, avoiding delays and miscommunication. + **Active Participation in Huddle/Meetings:** Contribute team’s insights during case huddles and escalation meetings to resolve complex issues efficiently, ensuring customer context is maintained. + **Customer Advocacy:** Serve as the customer’s voice within internal teams to ensure decisions and processes prioritize customer needs, especially in unique cases. + **Receive and Investigate Complaints:** Collect and thoroughly investigate customer complaints to understand the issues and gather all necessary information. + **Develop and Implement Resolutions:** Propose and execute effective solutions to resolve customer complaints efficiently. + **Communicating with Customers:** Maintain clear and consistent communication with customers throughout the complaint process to keep them informed and ensure satisfaction. + **Analyze Trends and Provide Feedback:** Monitor complaint data to identify trends and provide actionable feedback to departments for service or product improvements. + **Maintain Records and Report:** Document all complaints and resolutions and prepare reports for management to support decision-making and improve processes. + **Capture Customer Feedback:** Record both verbal feedback and emotional responses to understand the true customer experience, guiding empathetic service improvements. + **Spot and Address Pain Points:** Identify recurring customer frustrations and suggest targeted improvements to enhance processes, communication, and policies. + **Engage in Experience Reviews:** Participate in design sessions and workshops, ensuring improvement initiatives are grounded in real customer experiences. **Required Qualifications:** + Graduate of any at four (4) year business course + 3-4 years of customer service, insurance or financial services, complaints management or contact center experience, or equivalent demonstrated through one or a combination of the following: work experience, training and education. + Excellent organizational and motivational skills + Complaint handling and customer service skills + Excellent written and oral communication skills + Effective collaborator and team player + Data-driven and analytical + Process development and optimization + Risk management + Customer-centric + Quick thinker and can work independently under pressure **_When you join our team:_** + We’ll empower you to learn and grow the career you want. + We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. + As part of our global team, we’ll support you in shaping the future you want to see. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido