Manulife is a leading international financial services provider, helping people make decisions easier and lives better. Help shape the future you want to see — and discover that better can take you anywhere you want to go. JOB DESCRIPTION Accountable for providing quality, phone-based customer service to callers. Requires advanced knowledge of products and processes to research and provide solutions to complex issues that fall outside normal processes. Provide back-up for Team Leaders as needed. Responsibilities: • Respond, within service standards, to all incoming calls from clients and brokers • Provide information regarding account details, payments / transactions, products and application status to clients and brokers • Provide professional, high quality service to internal and external customers • Provide operations support for Boston and Manila, including resolving escalated customer complaints • Effectively utilize leadership skills to support and contribute to team goals • Leverage multiple computer-based administration systems to resolve complex issues • Set and meet client expectations for complex issue resolution and follow-up with client within an established, specified timeframe • Refer complex situations to Team Leaders for review and/or exception approval • Assist with quality monitoring of calls to ensure compliance with proper policies and procedures • Understand how metrics, quality, and engagement impact the business • Other duties as assigned Shared Responsibilities • Assists with training of the team; such as new-hire training, cross-training, and one-on-one development • Work with other areas to create and validate training documents, as well as offer suggestions for process improvements as needed Job Requirements: • Associates Degree required • Long-Term Care product experience required • Possess advanced knowledge of products, systems, policies, and procedures • Possess and demonstrate strong leadership skills • Excellent verbal communication skills and effective listening skills required • Proficient knowledge of Microsoft Office • Ability to pay attention to detail • Demonstrates commitment to quality • Utilize excellent organization and multi-tasking skills • Possess advanced understanding of internal business processes and work flows Decision Authorities: • Review complex situations and escalate as necessary for further review or approval • Observe and make recommendations to ensure compliance with proper policies and procedures • Managing the performance of others when needed • Following up through on inquiries and projects to ensure completion 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. This job description is not a comprehensive listing of all job duties required for this role. We reserve the right to change these duties or assign additional duties at any time with or without notice **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**