Bank Customer Service Representative

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.

Role Responsibilities

• 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.
• Handle inbound customer inquiries and provide accurate, timely, and professional resolutions to customer concerns and requests.
• Educate customers, business account holders, and advisors on banking products, policies, procedures, and digital banking tools.
• Support client and advisor servicing needs related to savings accounts, chequing accounts, investments, mortgages, loans, credit cards, and online banking services.
• Investigate and resolve complex customer issues while balancing customer satisfaction, operational requirements, and risk management considerations.
• Adhere to authentication, privacy, security, regulatory, and fraud prevention requirements in all customer interactions.
• Accurately document customer interactions, transactions, and case resolutions within applicable systems.
• Navigate multiple banking systems, applications, and knowledge resources efficiently while maintaining a high level of accuracy and productivity.
• Collaborate with internal business partners, advisors, and support teams to deliver seamless customer experiences and resolve customer concerns.
• Stay current on banking products, processes, technologies, and regulatory changes to ensure compliance and service excellence.
• Demonstrate ownership and accountability by managing customer concerns through to complete resolution.
• Contribute to a positive team environment while supporting department goals, service levels, and customer satisfaction objectives.

Required Qualifications

• EDUCATION: Completed at least two years in college without failing/back subjects
• EXPERIENCE: At least 1 year call center experience providing voice customer service support for an international retail banking account
• SCHEDULE: Amenability to work on shifting schedules, weekends, and Philippine holidays (when needed)
• LOCATION: Amenability to work in U.P. Ayala Land Techno Hub, Quezon City
• HYBRID WORK ARRANGEMENT: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)

Preferred Qualifications

• Experience supporting banking products such as deposits, investments, mortgages, loans, credit cards, or digital banking services.
• Previous experience in a contact center or customer support environment within the financial services industry.
• Knowledge of Canadian banking products, regulations, and industry practices.
• Experience working with customer relationship management (CRM) systems and banking platforms.
• Proven ability to identify opportunities to improve customer experience and service processes.
• Demonstrated adaptability and learning agility in highly regulated or rapidly changing environments.
• Experience supporting advisors, business account holders, or high-value client relationships.

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.