Customer Support Representative - Remote Eligible

Customer Service 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.

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 include:

• 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 include:

• 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 include:

• 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.

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 an 8 hour shift (with a scheduled 30 minute lunch break) between 9-5pm EST.

Manulife Financial Corporation is an important international provider of financial services that helps people to make decisions in a more easy and better way. For more information about us, visit http://www.manulife.com.

Manulife is an employer that offers equal opportunity. In Manulife/John Hancock, we value our diversity. We strive to attract, train and retain a workforce as diverse as the clients we serve, and to foster an inclusive work environment where the strengths of cultures and people are leveraged. We are committed to equity in hiring, retention, advancement and compensation, and we administer all of our practices and programs without discrimination based on race, ancestry, place of origin, color, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other aspect protected by applicable law. Our priority is to remove barriers to ensure equal access to employment. A human resources representative will work with applicants who require reasonable accommodation during the application process. All information that has been shared during the application process for accommodation will be stored and used in a manner consistent with the applicable laws and policies of Manulife/John Hancock. To request a reasonable accommodation in the application process, please send us a message at recruitment@manulife.com.

Location: United States, Massachusetts Remote

Salary Range: $38,550.00 USD - $64,250.00 USD. If you are applying for this position outside of the main location, please contact recruitment@manulife.com to know the salary range of your location. The actual salary will vary based on local market conditions, geography, and relevant job-related knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation linked to business and individual performance. Manulife/John Hancock offers eligible employees a wide variety of customizable benefits, including health, dental, mental health, vision, short and long-term disability, life and accidental death and dismemberment insurance, adoption/surrogacy, and wellness, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including 401(k) or pension plans and a global stock ownership plan with employer matching contributions) and financial counseling and education resources. Our generous paid time off program in the US includes up to 11 holidays, 3 personal days, 150 vacation hours, and 40 sick hours (or more where required by law) per year, and we offer all types of leave covered by law. Know your rights (https://www.dol.gov/agencies/ofccp/posters)

Company: John Hancock Life Insurance Company (U.S.A.)