**Position Responsibilities:** **PRINCIPAL ACCOUNTABILITY 1: CLIENT ENGAGEMENT & OUTREACH** Ensure timely outbound contact with orphan clients to maintain engagement and provide essential policy information. This accountability helps prevent service gaps and reassures customers of continued support. To ensure success on this accountability, the following activities must be constantly met. **Outbound Contact Execution –** Make scheduled calls to clients following campaign guidelines and SLAs to maintain engagement and trust **.** **Clear Policy Communication –** Explain policy details in simple terms so customers can make informed decisions without confusion **.** **Callback Scheduling** – Arrange follow-ups for non-responsive clients to ensure no customer is left unattended. **CRM Documentation--** Record all interactions accurately to support compliance and enable seamless service. **PRINCIPAL ACCOUNTABILITY 2: AFTER SALES SERVICING** Provide accurate and timely assistance for basic servicing needs such as policy updates and payment inquiries. This ensures customers experience minimal effort and timely resolution. To ensure success on this accountability, the following activities must be constantly met. **Request Processing –** Complete servicing transactions promptly to reinforce reliability and customer confidence. **Internal Coordination –** Work with back-office teams for resolution of simple escalations, ensuring smooth service delivery. **Follow-Up Confirmation** – Close the loop by confirming completion of promised actions and proactively updating clients to build trust. **PRINCIPAL ACCOUNTABILITY 3: CUSTOMER EXPERIENCE & RELATIONSHIP BUILDING** Deliver empathetic and professional communication to create positive customer interactions. This builds trust and enhances satisfaction. To ensure success on this accountability, the following activities must be constantly met. **Empathetic Communication** – Listen actively and respond with understanding to create meaningful, trust-based interactions. **Proactive Updates –** Anticipate client needs and provide clear timelines and next steps to eliminate uncertainty. **Digital Enablement –** Promote digital servicing tools for convenience, faster turnaround, and improved self-service capability. **PRINCIPAL ACCOUNTABILITY 4: COMPLIANCE & DATA INTEGRITY** Ensure adherence to compliance standards and maintain accurate records to protect customer trust and company reputation. To ensure success on this accountability, the following activities must be constantly met. **Policy & Regulatory Adherence –** Follow all compliance standards consistently in all interactions. **Accurate CRM Logging –** Document details correctly for audit readiness and transparency. **Data Privacy Protection –** Safeguard customer information at all times to maintain confidentiality. **PRINCIPAL ACCOUNTABILITY 5: PERFORMANCE MANAGEMENT** Meet individual KPIs and contribute to team goals to support operational success. To ensure success on this accountability, the following activities must be constantly met. **KPI Achievement –** Deliver on targets for contact rate, conversion, and CSAT to support retention goals. **Performance Monitoring –** Track progress and adjust approach as needed to maintain performance. **Skill Development –** Participate in training to improve service skills and adaptability. **Required Qualifications:** + Must have at least 1 year BPO experience handling customer service + Minimum 2 years in college + Experience w/ outbound retention, escalation calls are preferred + Preferrable handled insurance account/with insurance background] **_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