Customer Support Specialist

The Customer Support Specialist provides support to Manulife, Mortgage Creditor Insurance customers through their understanding and engagement in the day-to-day delivery of service provided by our third-party call center.  The successful candidate will act as the liaison between our Call Center, Manulife Mortgage Creditor Insurance, and other internal stakeholder teams to deliver an exceptional customer experience.  This role will impact business results through the call centers’ ability to convert referrals to sales, complete tele-interviews, retain new business and administer existing clients’ coverage through sound operational practices. This is achieved by aligning the call center objectives and standards with those of Manulife and Mortgage Creditor Insurance. The day to day of the call center is managed through an external partner and is made up of Managers, Licensed Agents and Customer Service Representatives.

Position Responsibilities:

• Act as a subject matter expert of the systems and processes involved in the delivery of the end-to-end client experience.

• Support and remediate customer escalations and/or production issues that impact our customers.

• Assist in aligning the culture between the call center and Manulife ensuring it reflects our values and objectives as pertains to clients and their needs Achieve key business objectives such as, but not limited to:

  • converting referrals to sales (Conversion rates)

  • retaining new business (Retention rates)

  • achieving service standards / SLAs around tele-interviews, inbound calls, problem resolution (SLA management)

  • managing case-aged/accidental coverage volume

• Understand and develop procedures pertaining to operational transactions.

• Represent the call center interests in the delivery of strategic initiatives that support the efficient operation of the Mortgage Creditor business.  

• Bring forward ideas for potential projects/initiatives within the business as you see fit.

• Identify other processes / procedures that can improve bottom line and partner experience.

Required Qualifications:

• A high school diploma or GED is required.

• Previous experience in customer service or a related field

• Knowledge of / experience with creditor insurance products, mortgage industry

• Well-developed computer skills and knowledge of Microsoft Office tools.

• Excellent verbal and written communication skills are essential for interacting effectively with customers.

• Ability to analyze issues and find solutions efficiently.

• Ability to work independently and manage multiple priorities as may be needed.

• Self-motivated, goal-oriented and results-driven.

• Great team player with the ability to collaborate with others.

Preferred Qualifications:

• Willingness to be life licensed (LLQP).

• Bilingual is an asset.

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. 

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 [email protected].

Waterloo, Ontario

Hybrid

Salary range is expected to be between

$42,825.00 CAD - $71,375.00 CAD

If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.