Easter Seals Jobs

Overview: The Senior Customer Service Professional will provide comprehensive helpline/inquiry and escalation support to Canada members regarding their plans. This role is essential in ensuring that members receive thorough and satisfactory resolutions to their inquiries. The professional will also handle email inquiries, including product knowledge and Tier 1 and Tier II complaints, ensuring that every question is answered fully and every issue is resolved effectively.

Key Responsibilities:

• Helpline Support:

• Provide real-time phone support to Customer Service Professionals (CSPs) during calls.

• Track and analyze Help Queue questions to identify and address any knowledge gaps.

• Escalation Management:

• Handle escalations requiring in-depth research or post-call follow-ups.

• Manage escalations transferred to the Help Queue.

• Email Management:

• Oversee and manage the email queue/inbox.

• Handle large research items that require detailed investigation.

• Contingency Support:

• Provide inbound support for the Customer Contact Center (CC) during peak times or emergencies.

Minimum Skills Requirements:

• Training:

• Cross-trained on at least two lines of business for IIC or AA-trained for GB.

• Performance Metrics:

• Maintain accuracy and compliance scores above 95%.

• Meet or exceed all Key Performance Indicators (KPIs).

• Availability:

• Ability to work flexible shifts on a rotational basis between 8:00 am and 8:00 pm.

Attributes:

• Team Collaboration:

• Willingness to assist others and work collaboratively in a team environment.

• Ability to resolve issues independently with accuracy and efficiency.

• Customer Focus:

• Driven by solutions and striving for first-call resolution of customer issues.

• Strong verbal and written communication skills to effectively de-escalate cases.

• Innovation and Problem-Solving:

• Ability to identify trends and provide or implement solutions to the leadership team.

• Resourceful and adaptable in a fast-paced environment.

• Interpersonal Skills:

• Ability to work effectively with all levels of staff in a multi-department setting.

• Confident in the ability to learn and apply information quickly.

Tools Specific Knowledge:

• Salesforce:

• Proficient in using Salesforce as a platform for providing support.

Product Specific Knowledge:

• Plan Member Website:

• Comprehensive understanding of the plan member website.

• Adherence to product and process protocols.

Process Specific Knowledge:

• Privacy and Confidentiality:

• Strict compliance with privacy and confidentiality guidelines.

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