Distributor Care Senior Analyst

at  Manulife

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

• 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.
• 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 CRM 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
• Ensure excellent service standards, respond efficiently to distributor inquiries, and maintain a high satisfaction rate.
• Investigate through escalation in case information is not at hand to answer distributor inquiries or resolve complaints/issues