Description:
The Customer Support Specialist provides support to Manulife, Mortgage Creditor Insurance customers through their understanding and engagement in the day-to-day delivery of service provided by our third-party call center. The successful candidate will act as the liaison between our Call Center, Manulife Mortgage Creditor Insurance, and other internal stakeholder teams to deliver an exceptional customer experience. This role will impact business results through the call centers’ ability to convert referrals to sales, complete tele-interviews, retain new business and administer existing clients’ coverage through sound operational practices. This is achieved by aligning the call center objectives and standards with those of Manulife and Mortgage Creditor Insurance. The day to day of the call center is managed through an external partner and is made up of Managers, Licensed Agents and Customer Service Representatives.
Position Responsibilities
- Act as a subject matter expert of the systems and processes involved in the delivery of the end-to-end client experience.
- Support and remediate customer escalations and/or production issues that impact our customers.
- Assist in aligning the culture between the call center and Manulife ensuring it reflects our values and objectives as pertains to clients and their needs Achieve key business objectives such as, but not limited to:
- converting referrals to sales (Conversion rates)
- retaining new business (Retention rates)
- achieving service standards / SLAs around tele-interviews, inbound calls, problem resolution (SLA management)
- managing case-aged/accidental coverage volume
- Understand and develop procedures pertaining to operational transactions.
- Represent the call center interests in the delivery of strategic initiatives that support the efficient operation of the Mortgage Creditor business.
- Bring forward ideas for potential projects/initiatives within the business as you see fit.
- Identify other processes / procedures that can improve bottom line and partner experience.
Required Qualifications
- A high school diploma or GED is required.
- Previous experience in customer service or a related field
- Knowledge of / experience with creditor insurance products, mortgage industry
- Well-developed computer skills and knowledge of Microsoft Office tools.
- Excellent verbal and written communication skills are essential for interacting effectively with customers.
- Ability to analyze issues and find solutions efficiently.
- Ability to work independently and manage multiple priorities as may be needed.
- Self-motivated, goal-oriented and results-driven.
- Great team player with the ability to collaborate with others.