Customer Service Operation Analyst

4 weeks ago

Kuala Lumpur, Malaysia Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

**The Opportunity**

This position is accountable to provide a good customer experience for walk in transactions and enquiries. The staff is expected to provide accurate information and guidance to customers.

**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

**We are looking for someone with**:

- Fresh graduate with University Degree in any discipline, or
- At least two-year experience in Insurance Industry, preferably in Customer Service or Life Insurance
- Familiarity with working with AS400 systems and Microsoft Office.
- Able to plan and organize to ensure all tasks are carried out effectively and efficiently.
- Able to work independently.
- Good interpersonal skills.
- Good working attitude and discipline.
- Self-Initiative, self-motivated, customer focused and able to work as a team. Has sense of urgency and able to do the right thing, strong relationship-building skills, and team player.

**On the job you will**:

- Attend to agents / customers walk in at Branch counter from 9.00 am - 5.30 pm.
- To assist agent to follow up on New Business / POS Admin / POS Benefit / Claims AIRA documents.
- To assist MyCare channel and walk in agents / customers for preparation of PSE report (Policy Sustainability Report)
- To attend customer’s enquiries by explaining to the customer their product plans feature, plan benefits, and other related enquiries. Staff may need to study more on the old plans and able to do cross selling for better benefits to the customer.
- Involved in conservation process including but not limited to Pre-Lapse, Lapsed and renewal benefit calls.
- Reporting - ensure documents scanned and pending issues recorded and being followed thru based on the turn-around-time (TAT)
- Review TNPS’ customers verbatims and provide feedback to close loops and discuss with supervisor for further action planning.
- Process transactions from customers for Policy Servicing cases according to the agreed TAT and based on the authority given.

**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 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

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