Customer Support Representative

This position is full time remote depending on candidate location within the US.

The primary responsibility for this role is to deliver superior customer service to clients while answering calls on Manulife / John Hancock’s Brokerage Services and Managed Product lines. Customer requests can range from basic product inquiries to more complex transactions requiring problem resolution skills.
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. This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.

Is it possible to find a career you love with a global organization that supports your continued growth and success?

ABSOLUTELY!
Where you ask? Look no further than John Hancock!

Have you considered a career with us?

Position Responsibilities:

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

• Meet quality expectations to ensure a positive client experience

• Meet productivity expectations to maximize 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 MANULIFE 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

Required Qualifications:

• 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

Preferred Qualifications:

• Current SIE, Series 6 or 7, Series 63

• Working knowledge of IRAs & other retirement products

When you join our team:

• We’ll empower you to learn and grow the career you want. 

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. 

• As part of our global team, we’ll support you in shaping the future you want to see.

Ready to take the next step?

Training will be 2 weeks in length and the hours are 9:00-5:00 EST (TBD)

Once training has been completed, you must be available for a 8 hour shift (with a scheduled 30 minute lunch break) between 9-5pm EST.

#LI-JH

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 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, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

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