Distributor Care Senior Analyst

2 days ago

Makati, Philippines Manulife Financial Full time

Ensure delivery of high-quality service to distributors in an efficient manner and within agreed turn-around time. Ensure excellent service standards, respond efficiently to distributor inquiries, and maintain a high satisfaction rate. Act as a liaison, provide information, answer questions, and resolve any emerging problems that our distributors might face with accuracy and efficiency. Investigate through escalation in case information is not at hand to answer distributor inquiries or resolve complaints/issues. Position Responsibilities: Handle distributor inquiries, issues, and complaints, provide appropriate solutions and alternatives within the prescribed time limits, and follow up to ensure resolution. Provide accurate, valid, and complete information in a timely manner by referring to company policies and procedures or the appropriate handling department. Able communicate with a wide range of people, including distribution team members, team leads, agents and agency leaders. Identify and assess distributor needs to achieve distributor satisfaction. Keep records of distributor interactions and gather and report distributor feedback to serve as management insights. Follow communication procedures, guidelines, and policies. Effectively liaise and collaborate with the customer services department and other agency business units. Utilize the Case Management System to manage the functions of receiving, assessing, analyzing, resolving, and documenting distributor issues and complaints in accordance with agreed requirements. Maintain a high degree of confidentiality and judgment in dealing with sensitive information. Required Qualifications: Any 4-year university course. Business-related course an advantage. Customer support experience or experience as a customer / client services representative in a Life insurance setting. Preferred Qualifications: Understanding of sales operations an advantage. Familiarity with case management systems and practices. Customer centric orientation and ability to adapt/respond to different types of characters. Excellent communication skills through various channels. Strong analytical, research, problem solving, decision-making, organization, and conflict resolution skills. Ability to multi-task, prioritize, and manage time effectively. Positive, patient, empathetic, and professional. Able to work under pressure. 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. 關於宏利和恒康 宏利金融公司是一家業界領先的國際金融服務商，致力於幫助人們實現「輕鬆投資理財，樂享豐盛人生」。若要進一步了解我們，請瀏覽 宏利是平等機會僱主 在宏利／恒康，我們擁抱多元。我們致力於吸引、培養及挽留和所服務客戶同樣多元的員工，並從而營造包容的工作環境，接納文化和個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、國籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。 我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。申請人要求提供協助所分享的信息將會按照適用法律及宏利／恒康政策儲存及使用。應徵過程中如需協助，請聯絡 。 Working Arrangement 混合式 #J-18808-Ljbffr

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