Manulife Customer Support Representative Interview Questions
& Process

this is a phone interview, about 15 minutes, just to check if I'm still interested and my availability for different shifts. the questions are pretty easy, mostly about my past experience in a call center, customer service attitudes, and basic finance knowledge.

The hiring process was a bit long, but nothing unusual for an application. The recruiters were really nice and professional. It started with an initial interview with typical questions, followed by computer exams, a voice and accent test, and then another HR interview which was almost the same as the first. After that, I was told to speak with the hiring manager (I'm not even sure if they were a manager or a lead). This is where things got strange. The hiring manager seemed in no mood to interview me, making faces and appearing pissed off. They started saying things like, 'Oh, I'm sure when you take in calls or emails, it will take time for you too, since you're saying a lot of things; your AHT will be very long, and that's a risk for us.' I mentioned I've worked in the industry for years and handled various positions, so of course, there's a lot to talk about. The manager seemed to think a job interview is like a phone call, which doesn't make sense. I would understand if we did a mock call with a scenario. Then, they brought up the price with a 'take it or leave it' tone, which felt very condescending, like I was a newbie or a fresh grad. Their ego was way off the charts. I couldn't believe the contrast after speaking with the nice recruiters. I wondered if this was why the company was hiring. They even said, 'You have the skills to do the job, but you don't fit our culture.' I came from a good company, maybe even better than theirs, and we never hired like that. We filter based on skills, personality, and the ability to work with others. While trying to stay calm, I asked what they meant by 'culture.' They then switched their reasoning, saying, 'We're not hiring you because your answers aren't direct. If we hire you, you'll just have a long AHT, and I don't think you can manage it.' It felt like they couldn't explain 'culture,' so they just defaulted to AHT. I wondered if the interview was being recorded or QA'd. If the questions were simple fill-in-the-blanks, we could finish quickly, but they asked about my years of experience. Maybe they could have read my CV first and prepared questions? Instead, when they came in, they just took the CV and asked for my name. I will never try Manulife services or apply to their sites again. The company hired this guy, and I now wonder why he's still there.

You'll have an in-person interview with two managers, then a thorough background check. They'll tell you the results in 7-10 days, with the background check taking up to 72 hours to clear. After that, they'll call you with an offer if you're hired. You can negotiate for a permanent position and potentially a higher salary, but only on a contract basis. The managers are really nice and aim to make you feel welcome, and the building itself is quite nice and comfortable.