Enable America Jobs

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering our professionals with the resources they need to solve critical problems and shape the future of our business, which is why we need you.

We are seeking a dynamic individual who is passionate about delivering quality service to our customers and distribution channels. As the Senior Officer, Customer and Agent Service , you will be a key member of our Macau service center team, handling enquiries from distribution channels, customers, and regulators, as well as managing complaints. You will have the opportunity to work with cross-functional teams to resolve issues and deliver high-quality service.

Position Responsibilities:

• Support Agents and Customers Service Team by providing face-to-face, email and written enquiry services for new business applications, claims, and policy administration of individual financial products and group products.

• Resolve requests within our service turnaround time with quality; Cooperate with team members/other teams to ensure timely resolution.

• Obtain necessary information to support resolution of problems raised by customers and agents, including escalation to management.

• Resolve Complex Cases within predefined timeframes in a proactive and professional manner.

• Ensure all tasks comply with operational guidelines and regulations such as AML, FATCA, CRS, and Privacy.

• Initiate improvements and support ad-hoc tasks to meet business needs.

Required Qualifications:

• A degree and at least 3 years of relevant work experience in the life insurance industry, with customer service experience in a senior role.

• A curious, open-minded, self-motivated, fast learner.

• Excellent customer service abilities, with strong communication and interpersonal skills.

• Strong analytical and problem-solving skills, with a customer-focused mindset.

• Excellent interpersonal and communication skills, with the ability to influence and drive outcomes.

• Well-organized and attentive to detail.

• Proficiency in both spoken and written English and Chinese. Fluency in Mandarin is an advantage.

• Competence in PC skills, including MS Word, Excel, PowerPoint, and Chinese word-processing.

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. To learn more about us, visit https://www.manulife.com/en/about/our-story.html .

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. To request a reasonable accommodation in the application process, contact recruitment@manulife.com .

Working Arrangement

Hybrid