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Responsible for delivering superior customer service to clients / financial advisors and building customer satisfaction and loyalty. Customer requests range from basic product and contract inquiries to more complex transactions and problem resolution. Take inbound and do outbound calls from/to policy holders/ advisors/ third party authorized representatives and answer questions regarding their policy and the policy they are servicing.

Key Accountabilities:

•Responsible in handling requests received from John Hancock agents, broker-dealer firms, banks, and policyholders
•Answer and do outbound out within/for the team
•Acquire a strong working knowledge of the tools necessary to manage the tasks in the team effectively
•Create work-items or necessary updates in the system.


Minimum Skills to Hire:
•Good communication skills (both verbal and written)
•Ability to compose grammatically correct, concise and accurate statements
•Able to absorb, analyze concepts with the use of computer and various system tools
•Strong and analytical problem solving skills
•Excellent keyboarding skills, speed and accuracy
•Ability to manage multiple task yet detail-oriented even when under time constraints

Minimum Skills to Go-live:

•Successful completion of the two-week New Hire Training Program for PHS Call Center
•Successful completion of the one-week Performance Improvement Program – Nesting Period for PHS Call Center
•Good knowledge of the LTC Products and Services and Transaction Processes
•Ability to use Avaya telephony system including logging, performing conference call, transfer calls, selecting the proper aux codes
•Strong PC skills with the ability to toggle between multiple applications within Citrix
•Strong customer service focus:◦Prioritize customer needs with high level of confidence and professionalism
◦Manage deadlines, address urgent cases effectively and recommend solutions

•Has passed skills verification after the training period.

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers.
Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.
Manulife is committed to supporting a culture of diversity and accessibility across the organization. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.

Primary Location : PH-Lapu Lapu City-CEBUMBPS-Manulife Building, Mactan Newtown Center Mactan Circumferential Road
Business Unit : USSS Operations
Job Function : Business Operations
Job Type : Standard
Schedule : Full-time