Billing & Collections Analyst, Customer Support Center

On The Job You Will

• Manage large amounts of outbound calls in a timely manner
• Complete customer service tasks that ensure customers have the information and assistance they need and maintain the company’ positive reputation
• Follow communication ‘scripts’ when handling different topics
• Handle customer enquiries both over the phone and by email. Follow up customer calls when necessary
• Identify customer’ needs, clarify information, research every issue and provide solutions and/or alternatives; escalate when necessary
• Review customer policy, providing update and information about premium, loans, and other policy items
• Achieve performance goals like call duration and customer satisfaction
• Efficiently use software systems during customer interactions
• Complete call logs and keep records of all conversations in company call center database
• Document all information according to standard operating procedures and produce call reports
• Maintain customer data privacy in line with company regulations
• Attending training sessions to continuously improve knowledge and performance
• Work with colleagues, share feedback and contribute to team meetings
• Collaborate with other CSC staff/CSR to improve customer service
  
  

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.
  
  

What We Are Looking For

Education and experience:

• University degree
• Knowledge of customer service principles and practices
• Prior experience in a call center or customer service role is often preferred.
• Proficiency in using computer systems, CRM software, and call center equipment.
  
  

Key competencies and Skills

• Customer service orientation
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to handle high-stress situations and adapt to changing demands
• Ability to multi-task, set priorities and manage time effectively.
• Willingness to collaborate with team members and contribute to a positive working environment.
  
  

What Can We Offer You

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.
  
  

Our commitment to you

• Values-first culture We lead with our Values every day and bring them to life together.
• Boundless opportunity We create opportunities to learn and grow at every stage of your career.
• Continuous innovation We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship We build a business that benefits all stakeholders and has a positive social and environmental impact.
  
  

宏利金融集团

宏利金融公司是一家业界领先的国际金融服务集团，致力于帮助客户实现轻松选择，精彩生活。公司总部位于加拿大多伦多，我们在亚洲、加拿大和欧洲地区以宏利的名义运营，在美国地区主要以恒康的名义运营。我们为个人、团体和机构提供财务建议、保险及财富和资产管理解决方案。截至 2022 年底，公司旗下拥有超过 40,000 名员工、逾 116,000 名代理人，以及数以万计的经销合作伙伴，为超过 3,400 万名客户提供服务。截至 2022 年底，公司管理的资产规模达 1.3 万亿加元（1.0 万亿美元），包含 4,000 亿加元（3,000 亿美元）的总投资资产，以及 3,000 亿加元（3,000 亿美元）的独立基金净资产。公司在多伦多、纽约及菲律宾证券交易所以股票代号 MFC 上市，在香港交易所则以股票代号 945 上市。

宏利是平等机会雇主

宏利/恒康包容多元。我们努力吸引、培养和保留与我们服务的客户同样多元化的员工队伍，创造拥抱文化和个体差异的包容性工作环境。我们坚持公平的员工招聘、保留、晋升和薪酬发放制度，在管理我们所有实践和计划的过程中，不因种族、出身、出生地、肤色、种族本源、公民身份、宗教或宗教信仰、宗派、性别（包括妊娠期和妊娠期疾病）、性取向、遗传特征、退伍军人身份、性别认同、性别表现、年龄、婚姻状况、家庭状况、残疾或其他任何受适用法律保护的理由歧视任何人。

我们的首要任务是消除障碍，为员工提供平等就业机会。在工作申请过程中，人力资源部代表将为申请人提供合理便利条件。  申请便利条件过程中提供的所有信息均会以符合适用法律和宏利政策的方式存储和使用。  如需在工作申请过程中申请合理便利条件，请联系 [email protected]

Working Arrangement

办公室办公