Job Description
Licensed Retention Agent
locations
CAN, Ontario – Full Time Remote
time type
Full time
job requisition id
JR23061469
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.
Working Arrangement
At Home
Job Description
Do you have the drive to succeed? Do you want to be part of a fast-paced, dynamic, and professional team that is focused on our customers? Then this opportunity is for you! We offer a competitive salary with an annual performance incentive, and daily opportunities to create positive customer experiences.
As a Protection Solutions Licensed Retention Agent, you are responsible for maintaining positive and effective relationships with both our customers and internal partners by providing excellent service & retention efforts. This is a unique opportunity for those with the right skills to obtain an LLQP license should you not already have this requirement. Manulife will cover the cost of an accredited education provider for the Harmonized LLQP course, as well as the exam and licensing fees.
Must be flexible – shifts are between the hours of 8:00 am – 8:00 pm EST, Monday to Friday
What will you be doing?
· Handling both inbound/outbound conservation calls
· Providing advice, needs analysis, and completing sales applications and/or cancellations
· Accurately recording customer feedback in an online system
· Meeting Retention and quality measures on a monthly, quarterly, and annual basis
· Regularly communicating with customers both orally and in writing
· Supporting various marketing/sponsor campaigns and customer win-back programs
· Escalating issues, concerns, and trends to the Retention Supervisor
As our ideal candidate, you add value in your ability to communicate effectively with people. You have a high-energy level and a desire to become part of a globally dynamic organization offering long-term career opportunities.
Education and Experience:
· Experience in a customer service/ sales and/or retention role with contact centre experience is preferred
· Financial Service experience
· Post-secondary degree is an asset; however, equivalent business experience is strongly considered
· Knowledge of Financial Services or Insurance is an asset
Skills and Attributes:
· Ability to work in an open office environment or remotely while handling multiple day-to-day tasks
· Proven ability to persuade and negotiate through consultation over the phone and possess active listening skills
· The ability to navigate multiple programs at the same time while speaking with customers. This includes an ability to learn internal systems along with a proficiency in MS Office, Outlook, Internet Explorer and Google Chrome
· Attention to detail in gathering and accurately recording all customer information
· Proven problem resolution and conflict management skills to ensure an effective solution is reached for our customers
· Bilingualism in English & French strongly preferred
What is in it for you effective your start date? We offer a salary with an annual performance incentive, comprehensive benefits package, training and ongoing coaching and corporate support. Opportunities at Manulife cover a wide range of geographies, demographics and products. This opportunity offers a long-term professional career path with a focus on the needs of our customers.