Complaint Investigator, Canada Segment Complaints Office

We are seeking a dedicated Complaint Investigator who will be instrumental in supporting both customers and colleagues by resolving customer complaints and enhancing the overall customer experience.

Position Responsibilities

• Manage Complex and sensitive complaints arising from customers within Canada Segment
• Follow procedural requirements for acknowledgement and resolution of complaints
• Meet KPI for Acknowledgement, Resolution and overall Quality (may vary dependent on BU Supported)
• Identify and Manage Risk
• Ensure data reporting is met
• Prepare and send Customer Facing Correspondence
• Collaborate and partner with stakeholders across Canada Segment
• Foster culture of support and teamwork
  
  

Required Qualifications

• Experience within Group Benefits, Individual Insurance, Affinity Markets, Manulife Bank and/or Group Disability is an asset
• Strong written and verbal communication skills
• Proven experience managing and mitigating risk
• Ability to multitask and manage a portfolio of tasks
• Highly organized and responsive
• Highly Engaged, Team Player
  
  

Preferred Qualifications

• Bilingual is an asset
  
  

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.
  
  

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 [email protected].

Working Arrangement

Hybrid