Customer Service Representative - Intake Specialist

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

The Opportunity  

Are you passionate about working with customers, building relationships, and being part of a growing business? Then we would love to have you join our Long-Term Care team as a Customer Service Representative – Intake Specialist!  

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 who are looking to navigate the long term care claims process.

Do you possess passion when assisting, building rapport, or problem solving with customers during a telephone conversation? Are you energized by the thought of an expanding business? Do you enjoy collaborating with a team? If so, our Moments That Matter Intake Specialist opportunity could be the right fit for you. 

With the customer and their needs as our focus, the intake specialist will take a proactive approach to every 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 LTC customers via phone or email support who are seeking assistance with our LTC claims process.

Responsibilities  

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

• Adapt and take ownership when appropriate, especially in escalated situations or upon report of illness or death 

• Demonstrate empathy and understanding toward the customer who could be experiencing a challenging situation

• Ability to work under pressure, prioritize tasks, and manage time efficiently

• 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 Intake Specialist, you will be part of our US Segment and report into the Contact Center Management Team. 

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 a