The Contact Center Senior Specialist (Customer Care) is accountable for providing high-quality, phone-based customer service to clients and agents. The role applies advanced knowledge of products, systems, policies, and processes to research and resolves complex inquiries that fall outside standard handling. The Supervisor provides operational and escalation support for CSRs, helps maintain service and quality standards, and serves as back-up support for Team Leaders as needed. The role also contributes to training, quality monitoring, process improvement, and one-on-one capability development.

Position Responsibilities:

• Respond to incoming calls from clients and agents within established service standards, providing accurate information regarding account details, payments, transactions, products, and application status, and delivering professional, high-quality service to internal and external customers.
• Use multiple computer-based administration systems to research and resolve complex issues, set clear expectations for resolution, and follow up with clients within the established timeframe.
• Review complex situations and determine when escalation or further approval is required, referring exceptions and higher-risk situations to Team Leaders for review and approval.
• Support the resolution of escalated customer complaints with accuracy, professionalism, and appropriate documentation, following through on inquiries and projects to ensure completion and closure.
• Provide back-up support for Team Leaders as business needs require, and support Team Leaders with performance follow-up or day-to-day team coordination when needed.
• Assist with quality monitoring of calls to verify adherence to applicable policies and procedures, observe handling practices, and provide recommendations to improve compliance and service quality.
• Demonstrate strong attention to detail and a consistent commitment to quality, and understand how operational metrics, quality results, and employee engagement affect business outcomes.
• Escalate recurring quality, process, or compliance concerns to the appropriate stakeholders.
• Assist with new-hire training, cross-training, refresher sessions, and one-on-one development, and provide guidance and practical support to colleagues handling complex customer situations.
• Contribute to team goals through effective leadership, collaboration, and positive role modelling, and share product, process, and system knowledge to improve team consistency and confidence.
• Work with other areas to create, review, and validate training and process documents, identify recurring issues, and offer practical recommendations for process improvement.
• Collaborate with operational partners to resolve customer concerns and reduce avoidable hand-offs.
• Organize and prioritize multiple responsibilities while maintaining accuracy and service commitments,

Required Qualifications:

• Associate's Degree required.
• At least 2 years of call center experience required.
• Long-Term Care product experience required.
• Advanced knowledge of relevant products, systems, policies, procedures, internal business processes, and workflows.
• Demonstrated leadership capability, including the ability to support team goals and provide guidance to others.
• Excellent verbal communication and effective listening skills.
• Proficient knowledge of Microsoft Office applications.
• Strong attention to detail, organization, problem-solving, and multitasking skills.
• Demonstrated commitment to quality and timely completion of follow-up activities.

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 [email protected].