Ensure delivery of high-quality service to distributors in an efficient manner and within agreed turn-around time. Ensure excellent service standards, respond efficiently to distributor inquiries, and maintain a high satisfaction rate. Act as a liaison, provide information, answer questions, and resolve any emerging problems that our distributors might face with accuracy and efficiency. Investigate through escalation in case information is not at hand to answer distributor inquiries or resolve complaints/issues. **Position Responsibilities:** + 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. + Able communicate with a wide range of people, including distribution team members, team leads, agents and agency leaders. + 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 Case Management 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 **Required Qualifications:** + Any 4-year university course. Business-related course an advantage. + Customer support experience or experience as a customer / client services representative in a Life insurance setting. **Preferred Qualifications:** + Understanding of sales operations an advantage. + Familiarity with case management systems and practices + Customer centric orientation and ability to adapt/respond to different types of characters + Excellent communication skills through various channels. + Strong analytical, research, problem solving, decision-making, organization, and conflict resolution skills. + Ability to multi-task, prioritize, and manage time effectively + Positive, patient, empathetic, and professional. + Able to work under pressure. **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. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido