Customer Service Professional I

The Opportunity

Are you passionate about working with customers, building relationships, and being

g part of a growing business? Then we would love to have you join our Long-Term Care team as a Customer Service Representative!

With the customer as the focus, this role will take a proactive approach to every customer interaction, to ensure a high-quality Manulife/John Hancock experience. This role is primarily accountable for providing education about insurance products, policies, and processes to a wide range of long-term care (LTC) customers via phone or email support. Some will have purchased their policy recently and simply have premium related questions, while others who’ve owned a policy for many years may require a full review of coverage.

Responsibilities

· Provide customers with an excellent service experience by listening carefully and confidently addressing their needs

· Empathize when appropriate, especially in escalated situations or upon report of illness or death

· Remain calm during heated and high-pressure situations

· Correctly record information into various computer systems

· Follow strict procedures for privacy and transaction processing

· Fulfill customer expectations via methods that comply with established policies and procedures

· Learn and use all systems and resources to meet customers’ needs

How will you create impact?

As a Long-Term Care Customer Service Representative, you will be part of our US Segment. You would report to one of the four managers within the department and be part of a team with fellow Customer Service Representatives.

By assisting our customers over the phone, you will ensure customer loyalty while promoting our online functionalities to guide John Hancock to becoming Leaders of Digital Customer Service within the industry.

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

· Flexibility to work variable hours as business needs dictate

· Maintain a calm demeanor under pressure and are dependable

· Possess excellent communication skills

· Can learn and adapt quickly

· Manage upset customers while demonstrating patience and empathy

· Understand and apply best practices when resolving problems

· Have strong multi-tasking skills while ensuring accuracy and attention to detail

· Enjoy helping others and easily establish rapport with customers

· Hold good computer skills especially web navigation and research capabilities

· Handle confidential information in a professional manner

· Are passionate about resolving problems as quickly and effectively as possible

· Demonstrate a positive attitude even in challenging situation

· Enjoy collaborating and possess a solid work ethic

· Bilingual in English/Spanish is an asset

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 partners and has a

· positive social and environmental impact.

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 div