The Customer Service Officer is responsible for handling and resolving customer complaints related to Manulife Health Products, such as Medical Secure. This role demands a high level of empathy, professionalism, and problem-solving skills to ensure customer satisfaction and uphold the organization's reputation. The officer will collaborate with the TPA (ValuCare) vendor and various internal departments to address issues and implement solutions that enhance the overall customer experience.

Responsibilities:

• Complaint Management: Act as the primary point of contact for customers with complaints regarding Manulife Health Products. Ensure complaints are handled promptly and efficiently, maintaining a professional and empathetic approach throughout the process.

• Investigation and Resolution: Thoroughly investigate each complaint by gathering all pertinent information and collaborating with relevant departments such as claims, underwriting, and customer service. Work with the TPA vendor to ensure that all partners are aligned in addressing the issue.
• Communication: Maintain clear, concise, and empathetic communication with customers throughout the complaint process. Keep customers informed about the status of their complaints and the steps being taken to resolve them, ensuring transparency and trust.
• Documentation: Accurately document all customer interactions, complaints, and resolutions in the customer service database. Ensure records are up-to-date and easily accessible for future reference and analysis.
• Process Improvement: Identify common themes or recurring issues in complaints and collaborate with management and the TPA vendor to develop and implement process improvements. Aim to enhance service delivery and reduce the frequency of similar complaints.
• Customer Education: Provide customers with detailed information about product features, company policies, and procedures to prevent future complaints. Empower customers with knowledge to better understand and utilize their health products.
• Training and Development: Assist in the creation and delivery of training programs for new and existing staff to enhance customer service and complaint resolution skills. Share best practices and insights gained from handling complaints to improve team performance.
• Reporting: Prepare and present regular reports on complaint trends, resolutions, and customer feedback to management. Use data-driven insights to recommend strategic improvements to the customer care process.

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 approach 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.

What we are looking for

• Bachelor’s degree in business administration, healthcare administration, or a related field is preferred.
• Relevant certifications in customer service or healthcare are a plus.
• Demonstrated experience in customer service, with a focus on complaint resolution, within the insurance or healthcare industry. Familiarity with Health Products is advantageous.
• Strong communication and interpersonal skills, with the ability to navigate challenging situations calmly and effectively.
• Excellent analytical and problem-solving abilities, with keen attention to detail.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Proficiency in using customer service software, CRM systems, and other relevant tools.

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first cultureWe lead with our Values every day and bring them to life together.
• Boundless opportunityWe create opportunities to learn and grow at every stage of your career.
• Continuous innovationWe invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives.
• Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact.

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.