Policy Service Department is in charge of delivering services to customers throughout the policy’s life cycle from the policy issuance till the maturity date. The main tasks include making premium collection, receiving and scanning all documents/request forms from customers to the Company core life system, performing all change transactions of various types as well as paying out premium refund and policy disbursement to customers.

To provide customer with the best satisfaction, our main purpose to build-up a winning team with strong commitment and dedication from the key persons who can make great efforts in effectively handling the daily work of policy servicing and reach all the KPI setting. Suitable candidate is expected to obtain the following qualifications:

Upload premium collection transaction from bank statements and allocate to policy in CAS system.Reconciles daily premium transactions of all collection channel (VTB/VCB/BIDV), change policy status accordingly for Lapsed/APL Premium holiday policies and send manual SMS to notify customers.Compose “Premium acknowledgement” letter to send to customers as requested.Be challenging in responding queries via PS mailbox and handling complaint cases regarding to suspense clearing and premium refund to get customer’s satisfaction at final.Take another additional tasks as assigned by Team leader and Manager.

Responsibilities:

Liaises with other departments (FD, CS, Marketing) to handle customer’ special feed backs/requests relating to Premium collection.Attain decision making and problem solving in complicated scenarios and contexts regarding customer complaint to get exceptional approval to final the issues.Report directly to Team leader of Collection and Payment/Refund team and Head of Policy Service

Knowledge/Skills/Competencies/Education:

University degreeAt least 3 years' experience in operation department of life insurance company; preferably having experience in policy servicing.Negotiating and team working skillsGood communication & relationship skills with internal and external people

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 recruitment@manulife.com.

Working Arrangement

Hybrid