**1.** **Monitor and receive calls from clients and welcome walk-in clients**

+ _Reply clients’ inquiries about policy and admin procedures related to policy._
+ _Guide clients to fulfill admin procedures according to clients’ requests._
+ _Introduce Manulife Vietnam mobile app for customers and advise online request submissions._
+ _Contact clients to welcome new issued policies or ask more information regarding policies or notify to clients on products/programs of the companies._
+ _Handle policy conservation._
+ _Receive complaints from clients and Coordinate with the staff in-charge of handling complaints to solve for clients_ .

**2. Handle outbound calls to clients**

+ _Welcome calls/fail call/ callback._
+ _Inform client of claim result/ Policy mature/ Policy premium suspense._
+ _Random check call to client before issuing policy_ .

**3. Monitor & conduct agency support**

+ _Guide agent admin procedures...