Customer Service Representative

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! 

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. 

*This is a Remote position open to applicants in any US state.

Responsibilities 

• Provide customers with an excellent service experience by listening carefully and confidently addressing their needs via telephone & email (approx. 30-40 inbound calls per day)
• 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 

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 

• Dependable candidates with flexibility to work variable hours as business needs dictate
• Can learn and adapt quickly & remain calm under pressure
• Excellent written and oral communication skills
• Manage upset customers while demonstrating patience and empathy
• A background in a call center or retail environment is an asset
• 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 stakeholders and has a positive social and environmental impact.

Every career at Manulife/John Hancock provides the opportunity to learn new sk