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Agency Service Expert

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China Manulife Full time
Job Description

The Opportunity

  • Provide routine face-to-face counter service to agents, handling enquiries related to new applications, claims, and policy administration of group medical, group life, individual financial products, and wealth management products.
  • Handle agent email enquiries and new application checking of group life and group medical products.
  • Provide effective solutions to agent inquiries/complaints within a predefined time frame in a proactive and professional manner, resolving complex cases and complaints arising from work.
  • Support cashier payment checking and payment balancing when necessary.
  • Support other daily administration duties when necessary.
  • Ensure accuracy and compliance of all requests and assigned duties to be completed within the standard service time with good quality.
  • Work at different locations of the Agency Service Centre if needed.
  • Cooperate with team members and others to achieve desired results and support business needs.
  • Support ad-hoc tasks to achieve desired results of business needs.
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
  • Degree holder with 2+ years of customer service experience in the insurance industry is preferred.
  • HKDSE/HKCEE/HKALE/diploma qualification with customer service experience in the insurance industry will also be considered.
  • Excellent customer service, good communication, and interpersonal skills.
  • Good command of English and Chinese, both spoken and written.
  • Fluency in Mandarin is an advantage.
  • Good PC and typing skills, including MS Word (English) and Excel.
  • Quick learner with strong analytical and problem-solving skills.
  • Mature, flexible, well-organized, responsible, self-initiative, and able to work under pressure.
  • Self-motivated and able to work independently.
  • Well-organized and attentive to details.
  • Passed IIQE 1, 3 & 5 will be preferred.
  • LOMA qualifications will be an advantage.
Our Commitment to You
  • Values-first culture - We lead with our Values every day and bring them to life together.
  • Boundless opportunity - We create opportunities to learn and grow at every stage of your career.
  • Continuous innovation - We invite you to help redefine the future of financial services.
  • Delivering the promise of Diversity, Equity, and Inclusion - We foster an inclusive workplace where everyone thrives.
  • Championing Corporate Citizenship - We 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 group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

Manulife is an Equal Opportunity Employer

At Manulife/JohnHancock, 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.