Insurance Executive providing expert customer support via phone and email for Hiscox UK. Assisting with insurance quotes, policy adjustments, and enhancing customer outcomes.
About the role
- Inforce Case Coordinator serving distributor needs by handling insurance inquiries and establishing strong relationships to enhance service support at Manulife.
Responsibilities
- Acknowledge, manage, and respond to Inforce Insurance inquiries on all product lines via dedicated e-mail ID’s and toll-free number within established service standards
- Create an outstanding service experience with the goal of prioritizing and handling their inquiry
- Develop meaningful relationships with our distributors by making it easier, faster and better to do business with Manulife
- Educate and promote Manulife’s tools, resources, digital and self-serve opportunities with distributors
- Effectively communicate and collaborate with internal teams to facilitate complex processes and case resolution across multiple areas, ensuring timely execution of all requests, while keeping your contacts continually informed
- Resolve any problems or bottlenecks that occur with an inquiry by taking full accountability from start to finish and only closing the case once satisfactory resolution has been achieved
- Consistently maintain high performance targets while demonstrating the highest level of professionalism and empathy
- Support peers by sharing knowledge and work across the team to balance volume and service levels
- Proactive and forward thinking to make recommendations for change, reduce waste and improve the overall distributor experience
- Identify process enhancements and raise concerns from distributors to ensure we are focused on opportunities that make doing business easier and more valuable for our distributors
- Assess business, compliance and reputation risk and take appropriate action
Requirements
- Typically, post-secondary education or equivalent work experience
- Typically have 2+ years progressive customer service skills
- Sound insurance knowledge across all Insurance product lines including legacy products is an asset
Benefits
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability coverage
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Employee/family assistance plans
- Retirement savings plans (including pension)
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid time off for holidays, vacation, personal, and sick days
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