Senior Officer, Sales Support (Macau Pension)

Senior Officer, Sales Support

The Macau’s Pension Sales Support Officer provides administrative, operational and customer support to the agency channel on handling Macau Pension products and services (e.g., operation handling, enquiry services inquiries & sales support…etc.). The role focuses on coordinating sales activities, preparing documentation, handling customer enquiries, and ensuring smooth end-to-end service.

Position Responsibilities:

1. Sales & Administrative Support

Assist in handling daily new business and policy administration activities, including form collection, scanning, and new business maintenance.

Respond to enquiries from AMCM, handle complaints, and support regulatory reporting. Follow up on invalid contact information and returned mailings.

2. Macau Pension Product Support

Support the preparation and distribution of customer materials.

Liaise with internal departments (operations, compliance, product) to resolve CPF account or transaction-related issues.

Ensure all communications and documentation comply with CPF guidelines, regulatory requirements and internal policies.

3. Customer Service & Enquiry Handling

Respond to agency enquiries via phone, email or walk-in regarding CPF-related products, account status and application progress.

Track and follow up on agents or customer requests, complaints and feedback, ensuring timely resolution and escalation when necessary.

Maintain a professional, service-oriented attitude and clear communication when explaining procedures and product details.

4. Coordination & Reporting

Monitor the agency’s licensing status and support new agent contracting, onboarding, and termination processes.

Respond to agents’ enquiries regarding commissions and payments.

Update and maintain internal databases with accurate client and activity records.

5. Compliance, Quality & Process Improvement

Adhere to CPF regulations, data privacy rules and company compliance standards in all workflows.

Help identify process inefficiencies and suggest improvements to enhance customer experience and sales team productivity.

Keep up to date with changes in CPF policies and retirement-related regulations to support accurate information sharing.

Required Qualifications:

Diploma or degree in Business, Finance or related discipline.

1–3 years of experience in financial services, customer service or sales support (retirement/CPF experience preferred).

Basic understanding of CPF schemes and retirement planning concepts.

Strong communication and interpersonal skills, with good written and spoken English (plus local languages where relevant).

Good organisation, attention to detail and proficiency in MS Office.

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.

宏利金融有限公司是全球领先的金融服务提供商，致力于帮助大众轻松作出明智抉择，实现精彩人生。如欲了解更多关于我们的信息，请访问人寿保险-养老保险-健康保险-中宏保险官网 (manulife-sinochem.com).

宏利是平等機會僱主

在宏利／恒康，我們擁抱多元。我們致力於吸引、培養及挽留和所服務客戶同樣多元的員工，並從而營造包容的工作環境，接納文化和個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、國籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。申請人要求提供協助所分享的信息將會按照適用法律及宏利／恒康政策儲存及使用。應徵過程中如需協助，請聯絡 hr@manulife.com。

Working Arrangement

混合办公