Job Description :
Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
Inside Sales and Retention, Protection Solutions is a business unit within Manulife Financial, dedicated to marketing life, health, and travel insurance products through direct response methods.
Reporting to the Retention Supervisor, the incumbent is responsible for providing excellent service & retention efforts on specific product lines and / or specialized functions, by handling both inbound / outbound calls and all related investigation.
Respond to calls related to cancellation of coverage, claim issues, problem solving inquiries, while maintaining established service standards.
Ability to work through various call types in a contact center setting
Provide a high level of service to external and internal customers
Proactively work to re-educate / retain customers requesting cancellation of policy, correct customer issues, and resolve customer complaints and concerns -
coordinating with other staff and departments as required
Act as primary contact for customers' by researching the problem / issue through interaction with multiple internal customers in order to find the appropriate information and solution
Process transactions and initiate balance protection claims using a CRM
Work with other team members to ensure a cohesive unit and consistent high level of service; actively participate in the continuous improvement of the business process, usually as a member of a project team or focus group.
Follow-up with clients as needed
Maintain sound product knowledge across specific product lines
Meet and exceed department targets through customer retention efforts
2-3 years of contact center experience; customer retention experience preferred;
Exceptional negotiation skills with the ability to maintain a positive relationship in a difficult situation
Excellent communication, interpersonal, and retention skills;
Strong phone skills;
Must be available to work shifts Monday through Friday between 12 : 00pm and 8 : 00pm;
Bilingualism is required (English and French).