Customer Service Professional

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today. 

Working Arrangement

Job Description

Is it possible to find a career you love with a global organization that supports your continued growth and success? ABSOLUTELY! Where do you ask? Look no further than John Hancock!

The Customer Service Professional is responsible for delivering superior customer service to clients and financial advisors and building customer satisfaction and loyalty. Customer requests range from basic product and contract inquiries to more complex transactions and problem resolution.

Key Accountabilities:

• Deliver trusted, professional, and reliable service to John Hancock clients and build customer satisfaction and loyalty

• Meet quality expectations to ensure a positive client experience

• Meet productivity expectations to enhance team service levels

• Provide effective and timely resolution of a range of customer inquiries

• Strike a positive and cooperative tone with both customers and coworkers

• Strive for first-call resolution of customer issues

• Translate scenarios that require problem resolution to positive service experiences

• Strengthen the perception of John Hancock in the marketplace

• Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently

• Complete ongoing training to stay abreast of product, industry, service, and policy changes

• Other duties as assigned

Job Requirements:

• Post-secondary education or high school diploma

• Customer Service or Financial Services experience a plus

• ability to thrive in a lively working environment and manage multiple tasks

• Outstanding verbal communication skills and strong telephone etiquette

• Possess the ability to multi-task

• Flexibility and ability to adjust and succeed in a rapidly changing, fast-paced call center environment

• Demonstrated problem resolution skills

• Effective listening skills

• Demonstrated computer efficiency

• Outstanding customer service skills

• Business writing skills

What we offer:

• Competitive base salary and annual performance bonus

• Paid Training starting on Day 1

• Comprehensive benefits package from Day 1

• 2 weeks paid vacation along with 6 paid personal days and 5 paid sick days

• Online learning programs driven to focus your career development at your own pace

• Career growth and leadership support to achieve your goals

#LI-JH 
#LI-Remote

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed,