The Opportunity

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 Premium Collection Unit with the resources to solve critical problems for the future of our business, which is why we need you.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit
• You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes
• You thrive in teams, and enjoy getting things done together
• You take ownership and build solutions, focusing on what matters
• You do what is right, work with integrity and speak up
• You share your humanity, helping us build a diverse and inclusive work environment for everyone

Position Responsibilities:

• Drive and improve 13M persistency target.
• Ensure minimum persistency ratio at 50%
• Provide post-service to all orphan policies beginning from 13M policies.
• Call to introduce themselves to customer as new servicing agent with target reachable call at 100%
• Be a representative of Manulife within the area and contact point
• Daily check CAS for monitoring on all policy status
• Assist and encourage customers to pay premium via digital platform
• Response to customer’s general inquiries
• Perform daily call reminder & follow up and log the status in the report
• Perform regular visit call and on customer’s special day
• Update call log status into excel spreadsheet and send to PCL for review by weekly
• Visit customers in person (for unreached call, complete forms, consultant, product explanation)
• Work closely with POS team to clear pending on payment suspense
• Support customers complaints
• Seek business partnership within the area

Required qualifications:

• Bachelor's degree in finance, business administration, marketing, or a related field
• Strong communication skills to effectively interact with customers and team member
• Basic understanding of customer service principles
• Good organizational skills and attention to detail
• Ability to work independently and manage time effectively
• Familiarity with Microsoft Office Suite, especially Excel and Word
• Basic knowledge of customer relationship management (CRM) software is a plus
• A proactive and positive attitude
• Willingness to learn and take on new challenges
• Ability to handle sensitive information with confidentiality
• Previous internship or part-time work experience in a related field (such as customer service or administrative roles) is beneficial but not always required
• Ability to commit to the internship duration that matches the team member's leave period, typically three months

Our commitment to you

• Our mission; to be a part of making Decisions Easier and Lives Better
• A leadership team dedicated to your growth and success
• A bold ambition and set of goals to be a leader in driving transformation in our industry
• Our best. Every day.
• We are committed to be an equal opportunity employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age”.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

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.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.