Customer Service Representative (outbound)

Job Title

Principal Accountabilities:

Client Engagement & Outreach

Ensure timely outbound contact with orphan clients to maintain engagement and provide essential policy information. This accountability helps prevent service gaps and reassures customers of continued support.

To ensure success on this accountability, the following activities must be constantly met:

• Outbound Contact Execution – Make scheduled calls to clients following campaign guidelines and SLAs to maintain engagement and trust.
• Clear Policy Communication – Explain policy details in simple terms so customers can make informed decisions without confusion.
• Callback Scheduling – Arrange follow-ups for non-responsive clients to ensure no customer is left unattended.
• CRM Documentation-- Record all interactions accurately to support compliance and enable seamless service.

After Sales Servicing

Provide accurate and timely assistance for basic servicing needs such as policy updates and payment inquiries. This ensures customers experience minimal effort and timely resolution.

To ensure success on this accountability, the following activities must be constantly met:

• Request Processing – Complete servicing transactions promptly to reinforce reliability and customer confidence.
• Internal Coordination – Work with back-office teams for resolution of simple escalations, ensuring smooth service delivery.
• Follow-Up Confirmation – Close the loop by confirming completion of promised actions and proactively updating clients to build trust.

Customer Experience & Relationship Building

Deliver empathetic and professional communication to create positive customer interactions. This builds trust and enhances satisfaction.

To ensure success on this accountability, the following activities must be constantly met:

• Empathetic Communication – Listen actively and respond with understanding to create meaningful, trust-based interactions.
• Proactive Updates – Anticipate client needs and provide clear timelines and next steps to eliminate uncertainty.
• Digital Enablement – Promote digital servicing tools for convenience, faster turnaround, and improved self-service capability.

Compliance & Data Integrity

Ensure adherence to compliance standards and maintain accurate records to protect customer trust and company reputation.

To ensure success on this accountability, the following activities must be constantly met:

• Policy & Regulatory Adherence – Follow all compliance standards consistently in all interactions.
• Accurate CRM Logging – Document details correctly for audit readiness and transparency.
• Data Privacy Protection – Safeguard customer information at all times to maintain confidentiality.

Performance Management

Meet individual KPIs and contribute to team goals to support operational success.

To ensure success on this accountability, the following activities must be constantly met:

• KPI Achievement – Deliver on targets for contact rate, conversion, and CSAT to support retention goals.
• Performance Monitoring – Track progress and adjust approach as needed to maintain performance.
• Skill Development – Participate in training to improve service skills and adaptability.

Required Qualifications

• Must have at least 1 year BPO experience handling customer service
• Minimum 2 years in college
• Experience w/ outbound retention, escalation calls are preferred
• Preferable handled insurance account/with insurance background

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.
• As part of our global team, we'll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.

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.