Senior Specialist, BCS (HCM)
Dist.1, Ho Chi Minh City, Saigon VN
3 ngày trước

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

To provide clients, agents and collectors with excellent support and service To improve collection productivity To increase policy persistency ratio Monitor and Conduct training / refreshment for new BCS staff & have administration presentations to agency force) To self-manage expenses

Support agency recruitment and do other Admin tasks

  • Be the receptionist
  • Handle logistics for MIT classes
  • Handle other admin tasks
  • Monitor & perform premium collection and disbursement task

  • Collect premiums from clients, agents and collectors
  • Request, print and issue receipts to clients when collecting premiums accordingly
  • Disburse money to client according to respective DNRs
  • Check the sufficiency & validity of application forms submitted
  • Monitor & conduct agency support

  • Guide agents admin procedures
  • Request and print receipts for agents
  • Do other agency admin tasks
  • Monitor & receive calls from clients and welcome wail-in clients

  • Reply clients’ inquiries about policy and admin procedures related to policy
  • Guide clients to fulfill admin procedures according to clients’ requests
  • Handle policy conservation
  • Receive complaints from clients and coordinate with the staff in-charge of handling complaints to solve for clients
  • Handle outbound calls to clients

  • Welcome calls
  • Inform clients of claim result
  • Reassigned policies after 2 weeks
  • Random check calls to client before issuing polic
  • Random check calls to client before issuing policy for clients buying RPUL and UL products
  • Policy Suspense, unsuccessful bank-transfers)
  • Quarterly mini-survey to clients as Customer Relationship Unit’s request
  • Contact clients to ask for clients’ address and guide them on address change requests (if any) in case mails are returned
  • Monitor and check client’s potential name scan on Bridger, input new policy and process change when client requests as requirements

  • Weekly scan customer name with Terrorist list on Bridger system & report weekly
  • Input new policy information on system, scan & email application forms to NB team
  • Process policy changes when client requests for it as required
  • Supervisor collector team management

  • Supervise collectors’ job performance in order to achieve targeted collection productivity
  • Monitor receipts issued to collectors and cash limit assigned to collectors
  • Recruit (if any) and conduct orientation and regular training to improve customer service quality of the collections team
  • Monitor and Conduct training / refreshment for new CS / BCS staff and have administration presentations to agency force

  • Provide training for new staff and refresher training to colleagues
  • Conduct administration presentations for agency force
  • Other tasks

  • Request and issue invoice to client as per client’s request
  • Ensure client’s information is kept confidential at respective locations
  • Support daily team tasks when nescessary & Back up colleagues. Ensure to completed daily work exactly & timly
  • Control expenses within budget and manage office properties
  • Perform tasks when assigned by direct management
  • This is the master JD for BCS Representative. Assigned tasks of each staff will be mentioned specifically in her / his KPI
  • In case of change in job assignment for BCS Representative, KPI will be adjusted accordingly
  • To audit’s requirement, system role will be correlative with job assigned to BCS representative
  • Job requirements :

  • University Degree
  • At least 3 working year in dealing with customers
  • Customer Orientation
  • Bias for action
  • Interpersonal sensitivity
  • Continuous Improvement Orientation
  • Flexibility
  • Development & Learning Orientation
  • If you are ready to unleash your potential, it’s time to start your career with Manulife / John Hancock.

    About Manulife

    Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

    We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.

    At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers.

    As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.

    4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years.

    With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

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